Cisco Unified Contact Center Enterprise Solution Reference ...

Deployment Considerations
Figure 4-8 Silent Monitoring for Mobile Agent
Peripheral Gateway
CTI OS Server
Caller Voice
Gateway
4-20
Mobile Supervisor
Computer
Supervisor Desktop
Silent Monitor
Server
C++ CIL
Silent Monitor
Service
Agent Voice
Gateway
Cisco Unified Contact Center Enterprise 7.x SRND
WAN
PSTN
800 Series
Router with
HW based VPN
Chapter 4 Unified Contact Center Enterprise Desktop
Mobile Agent Computer
Agent Phone
Agent Desktop
C++ CIL
Mobile Supervisor
Computer
Supervisor Desktop
C++ CIL
Silent Monitor
Service
In the deployment model in Figure 4-8, one silent monitoring service is deployed on a switch's SPAN
port in order to gain access to voice traffic passing through the agent gateway. This silent monitoring
service is used by agents to forward their voice streams to supervisor silent monitoring services.
Supervisors running locally are deployed the same as IPCC supervisors. Supervisors running remotely
are also deployed the same as IPCC supervisors, but a Cisco 800 Series Router with hardware-based
VPN is required in order for the supervisor to receive agent voice streams.
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