Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 4 Unified Contact Center Enterprise Desktop
Figure 4-9 Silent Monitoring for Mobile Agent with Citrix or Microsoft Terminal Services
Citrix Presentation Server Peripheral Gateway Mobile Supervisor
Citrix Client
Agent Supervisor
Desktop
C++ CIL
Desktop
C++ CIL
CTI OS Server Silent Monitor
Service
Clusters
OL-8669-05
Caller Voice
Gateway
Silent Monitor
Server
Agent Voice
Gateway
PSTN
WAN
800 Series
Router with
HW based VPN
Mobile Agent Citrix
Client
Agent Phone
Deployment Considerations
Mobile Supervisor
Citrix Client
Silent Monitor
Service
In the deployment model in Figure 4-9, 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. Mobile
agents need to run only their Citrix clients. Agent desktops running on the Citrix server will connect to
the silent monitoring server.
Supervisors running locally are deployed the same as Citrix IPCC supervisors. Supervisors running
remotely are also deployed the same as Citrix IPCC supervisors, but a Cisco 800 Series Router with
hardware-based VPN is required in order for the supervisor to receive agent voice streams.
If an agent's login can be handled by one of two gateways, it is possible to cluster two silent monitoring
servers together to provide silent monitoring functionality regardless of the gateway that handles the
call. When a request to silent-monitor the agent is received, the silent monitoring server that receives the
request from the agent desktop will forward the request to its peer, and then both silent monitoring
servers will attempt to detect the stream. Once the agent's voice stream is detected, it is forwarded to the
supervisor's silent monitoring service by the silent monitoring server that detected the stream.
For more information regarding deployment and configuration of the silent monitoring service, refer to
the CTI OS System Manager's Guide for Release 7.1, available on http://www.cisco.com.
Cisco Unified Contact Center Enterprise 7.x SRND
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