Quick Setup Guide

November 2013 7

VoIP Monitoring Concepts

Introduction

Cisco software products for IP contact centers have the ability to live-monitor and

record calls between contact center agents and customers. These products are:

■

Cisco Agent Desktop for Unified Contact Center Enterprise

■

Cisco Agent Desktop for Unified Contact Center Express

■

Cisco Recording Solution (formerly known as Cisco Quality Management)

To implement these live monitoring and recording features, knowledge of computer

networks, the protocols that carry data over a network, and the hardware components

that make up the network is required.

The configuration of various network components can be complex. Misconfiguration

will lead to the feature failing to work properly. This white paper is intended to take the

mystery out of capturing IP phone calls using Cisco software. It will explain the

methodology used to capture voice streams, limitations of the technology, and

challenges to deploying and maintaining systems supporting this feature.

The information contained in this white paper does not require any specific

networking knowledge or software development expertise. The reader should be

somewhat familiar with computers, applications/programs, and networks.