Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 11 Bandwidth Provisioning and QoS Considerations
Silent Monitoring Bandwidth Usage
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Table 11-7 Messaging Type By CTI OS Desktop Application
Application Name Message types
CTI OS Agent Desktop Agent state changes
Call control
Call status information
Chat messages
Agent and skill-group statistics
CTI OS Supervisor Desktop Agent state changes
Call control
Call status information
Monitoring agent states
Silent monitoring
Chat messages
Agent and skill-group statistics
AllAgents Monitor Application Agent state changes for all agents
Cisco Unified Contact Center Enterprise 7.x SRND
Bandwidth Provisioning
Silent Monitoring provides supervisors with a means of listening in on agent calls in Unified CCE call
centers that use CTI OS. Voice packets sent to and received by the monitored agent's IP hardware phone
are captured from the network and sent to the supervisor desktop. At the supervisor desktop, these voice
packets are decoded and played on the supervisor's system sound card.
Silent Monitoring of an agent consumes roughly the same network bandwidth as an additional voice call.
If a single agent requires bandwidth for one voice call, then the same agent being silent-monitored would
require bandwidth for two concurrent voice calls.
To calculate the total network bandwidth required for your call load, you would then multiply the number
of calls by the per-call bandwidth figure for your particular codec and network protocol.
CTI OS Server Bandwidth Calculator
CTI OS provides a bandwidth calculator that examines the CTI OS Server-to-CTI OS Desktop
bandwidth, as illustrated in Figure 11-4. It calculates Total bandwidth, agent bandwidth, and supervisor
bandwidth requirements with CTI OS Security turned on or off. Additional information about the
CTI OS Bandwidth Calculator is available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/bandcalc/index.htm
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