Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 4 <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> Desktop<br />
Connection Profiles<br />
NAT and Firewalls<br />
<strong>Cisco</strong> Agent Desktop and NAT<br />
OL-8669-05<br />
Deployment Considerations<br />
In mobile agent deployments, agent desktops learn where and how to connect to their silent monitoring<br />
server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following<br />
algorithm to determine where the silent monitoring service is located:<br />
1. If a silent monitoring service is present in the connection profile, attempt to connect to it.<br />
2. If no silent monitoring service is present, determine if the desktop is running under Citrix.<br />
3. If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix<br />
client's IP address.<br />
4. If the desktop is not running under Citrix, connect to the silent monitoring service running at<br />
localhost.<br />
Supervisor desktops use the following algorithm to find their silent monitoring service:<br />
1. If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix<br />
client's IP address.<br />
2. If the desktop is not running under Citrix, connect to the silent monitoring service running at<br />
localhost.<br />
If the IPCCSilentMonitorEnabled key is set to 0 in the connection profile, no attempt is made to connect<br />
to a silent monitoring service.<br />
This section discusses deploying <strong>Cisco</strong> Agent Desktop (CAD) and CTI Toolkit Desktop in an<br />
environment where two or more disjointed networks are interconnected using Network Address<br />
Translation (NAT).<br />
For more information regarding NAT and firewalls, see the chapter on Securing <strong>Unified</strong> CCE, page 7-1.<br />
When the CAD desktop is deployed in a network environment where two or more disjointed networks<br />
are interconnected using NAT, the CAD Base Services must all be located on the same network.<br />
Network Address Translation (NAT) and Port Address Translation (PAT) are not supported between<br />
CAD Base Services servers The CAD, CAD-BE, and <strong>Cisco</strong> Supervisor Desktop (CSD) applications<br />
support NAT and PAT but only over a VPN connection. <strong>Cisco</strong> Desktop Administrator (CDA) and<br />
Services Management Console (SMC) do not support NAT or PAT and must be installed on the same<br />
network as the CAD Base Services.<br />
Firewalls are supported between the CAD services and desktop applications and between the desktop<br />
applications as long as the firewall allows the required type of traffic through and the appropriate ports<br />
are opened. Figure 4-11 shows the traffic types used between the CAD components.<br />
For detailed port information, refer to the Port Utilization Guide for <strong>Cisco</strong> ICM/IPCC <strong>Enterprise</strong> and<br />
Hosted Editions, available at<br />
http://www.cisco.com/application/pdf/en/us/guest/products/ps1001/c1067/ccmigration_09186a008<br />
05abe34.pdf<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
4-23
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