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Deployment Considerations Message Flow 4-22 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 4 Unified Contact Center Enterprise Desktop Figure 4-10 illustrates the messaging that occurs between the desktops, CIT OS Server, and silent monitoring services when a silent monitor session is initiated. Note that messaging between the desktops and the CTI OS Server has not changed from CTI OS Release 7.0. Figure 4-10 Message Flow Between Desktops, CTI OS Server, and Silent Monitoring Service SilentMonitor Svc Supervisor App CTIOS Server Agent App SilentMonitorSvc Connect() Heartbeats StartSilentMonitor() StartSilentMonitorConf (supervisorSvcAddr) StartSilentMonitor Connect() Connect() Heartbeats Heartbeats SetAgentState(login) OnAgentStateChange (notReady) StartSilentMonitorRequest (agentID, supervisorSvcAddr) OnStartSilentMonitorConf() OnSilentMonitorStatusReportEvent (ok) SetAgentState(login) OnAgentStateChange (notReady) OnSilentMonitorStart RequestedEvent (supervisorSvcAddr) ReportSilentMonitor StatusRequest (ok) OnRTPStartedEvent (gatewayAddr, gatewayPort, deviceID) Audio Connect() Heartbeats AcceptSilentMonitor (monitoringSvcAddr, monitoringSvcPort) AcceptSilentMonitorConf() OnRTPStartedEvent (gatewayAddr, gatewayPort, deviceID) At this point the service tries to detect the stream locally as well as forward requests to its peers to detect the stream . DetectStreamFailed() DetectStream (gatewayAddr, gatewayPort) DetectStreamConf() StreamDetectedEvent() ForwardStream (supervisorSvcAddr, supervisorPort) ForwardStreamConf() SilentMonitorSvc 190214 OL-8669-05
Chapter 4 Unified Contact Center Enterprise Desktop Connection Profiles NAT and Firewalls Cisco Agent Desktop and NAT OL-8669-05 Deployment Considerations In mobile agent deployments, agent desktops learn where and how to connect to their silent monitoring server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following algorithm to determine where the silent monitoring service is located: 1. If a silent monitoring service is present in the connection profile, attempt to connect to it. 2. If no silent monitoring service is present, determine if the desktop is running under Citrix. 3. If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix client's IP address. 4. If the desktop is not running under Citrix, connect to the silent monitoring service running at localhost. Supervisor desktops use the following algorithm to find their silent monitoring service: 1. If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix client's IP address. 2. If the desktop is not running under Citrix, connect to the silent monitoring service running at localhost. If the IPCCSilentMonitorEnabled key is set to 0 in the connection profile, no attempt is made to connect to a silent monitoring service. This section discusses deploying Cisco Agent Desktop (CAD) and CTI Toolkit Desktop in an environment where two or more disjointed networks are interconnected using Network Address Translation (NAT). For more information regarding NAT and firewalls, see the chapter on Securing Unified CCE, page 7-1. When the CAD desktop is deployed in a network environment where two or more disjointed networks are interconnected using NAT, the CAD Base Services must all be located on the same network. Network Address Translation (NAT) and Port Address Translation (PAT) are not supported between CAD Base Services servers The CAD, CAD-BE, and Cisco Supervisor Desktop (CSD) applications support NAT and PAT but only over a VPN connection. Cisco Desktop Administrator (CDA) and Services Management Console (SMC) do not support NAT or PAT and must be installed on the same network as the CAD Base Services. Firewalls are supported between the CAD services and desktop applications and between the desktop applications as long as the firewall allows the required type of traffic through and the appropriate ports are opened. Figure 4-11 shows the traffic types used between the CAD components. For detailed port information, refer to the Port Utilization Guide for Cisco ICM/IPCC Enterprise and Hosted Editions, available at http://www.cisco.com/application/pdf/en/us/guest/products/ps1001/c1067/ccmigration_09186a008 05abe34.pdf Cisco Unified Contact Center Enterprise 7.x SRND 4-23
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