Quick Setup Guide

Configuring and Troubleshooting VoIP Monitoring
8 November 2013
Definitions
Table 1 is a list of terms used throughout this white paper and their meanings. It is a
good idea to become familiar with these terms in order to best understand this
information in this paper.
Table 1. Terms and definitions
Term Definition
Built-in bridge A hardware component in many Cisco IP phones that
allows audio streams to be merged and forked to
support Unified CM Recording and Monitoring.
CAD Cisco Agent Desktop is a suite of applications used by
contact centers to handle incoming and outgoing calls.
Call recording Application feature found in CAD and Recording Solution
that allows calls between an agent and another party to
be captured and stored as files on disk. These files can
be reviewed at a later time.
Cisco Recording
Solution
A suite of applications used by contact centers to record
business calls and use those calls to evaluate agents
and processes.
Desktop capture A packet capturing configuration (also known as
endpoint capture) in which packet capturing software
runs on a user’s PC. The user has either a soft phone on
the PC or a hard IP phone directly connected to the PC
between the PC and the network switch.
Endpoint device A device, such as a PC or IP phone, with a NIC and
IP
address that can send or receive network packets.
Hard IP phone A physical IP phone that is plugged into the network.
IP (network) switch A hardware device that offers high-speed connections
and traffic routing from various network devices such as
IP phones, PCs, routers, gateways, and other switches.
Port monitoring or SPAN configurations are set up on the
switch when server monitoring is used.