IPCC 4.5 monitoring

Unanswered Question

We are currently moving to citrix agent desktops, which will be on a different vlan from the phones. If we do this will i need to add SPAN to the switching network, and enable the second NIC in the IPCC server to continue doing callrecording. Will I have to rerun setup from the IPCC CD, or just the post-install?

I have this problem too.
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Jonathan Schulenberg Fri, 10/03/2008 - 04:04

Yes you will need to do SPAN-based monitoring/recording using the second NIC of the UCCX server. Be advised that you can not have a layer three boundry between the phones and the UCCX server for SPAN-based recording as the built-in recording service looks for the appropriate RTP stream based on the agent phone's MAC address (which is overwritten by a router).

You do not need to reinstall.

Here is the Cisco documentation relevant to what you are seeking to do:

Cisco CAD Installation Guide 6.4 for Unified CM: http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_02/installation/guide/cad64ig-cm.pdf

Cisco CRS Installation Guide 5.0(2): http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_02/installation/guide/crs502ig.pdf

Integrating CAD Into a Citrix MetaFrame Presentation Server or Microsoft Terminal Services Environment: www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_2/installation/guide/CADCitrixMTS.pdf


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