Design Guide

15
Notes:
1. Certain Cisco phones such as the 79xx phones must be configured to span ports in the
Unified CM administrator in order to pass these packets on to the agent’s PC
2. The complete list of Cisco IP phones that support endpoint recording is located in the Quality
Management Installation Guide
5.4.1.2 Server Recording (SPAN)
There are certain situations in which the customer is unable to use endpoint recording:
 Customer uses a thin-client environment such as Citrix or Windows Terminal Services
 Customer uses IP Phone agent
 Recorded user’s PCs is not available or doesn’t meet the requirements for endpoint
recording
To address these environments, Call Recording and Quality Management include a server
recording option, again, similar to Cisco Agent Desktop. Server-based recording relies on the
network switch interconnecting the phones support and be configured for Switched Port
Analyzing (SPAN) sessions, where user phones are attached to the designated source ports, and
the destination port routes the packets from those source ports to a server running the Server
Recording services.
For a detailed explanation of server-based recording, as well as some example configurations,
please see the Voice-Over IP Monitoring Best Practices Deployment Guide for CAD 6.0/6.1,
located here:
http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fapplication%2F
pdf%2Fen%2Fus%2Fguest%2Fproducts%2Fps427%2Fc1225%2Fccmigration_09186a008038a4
8d.pdf&pos=1&strqueryid=4&websessionid=Zq_nU_jihT-OggpQydTebBJ
(or search Cisco.com for ‘monitoring best practices’)
Please disregard any server capacity numbers stated in the Best Practices guide and use the
capacity numbers in the Hardware Configuration sections below.
For more detailed information about configuring Cisco Catalyst switches for SPAN sessions,
please see the Catalyst Switched Port Analyzer (SPAN) Configuration Example (Document ID
10570):
http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c61
2.shtml