Design Guide

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responsible for forwarding only the voice packets that match the packet filter. The packet filter is
constructed based on requests from the Network Recording service that keeps track of which
devices actually need to be recorded.
NOTE: The SPAN port Monitor service does not include the ability to perform live call
monitoring; live call monitoring is only available for users configured under Network recording.
5.4.10.10 Network Recording Service (for Server-based Recording)
The Network Recording service receives the packets forwarded from the SPAN port Monitor
service and writes those packets to recording files on the server’s hard disk.
5.4.11 Client PC Requirements for Call Recording and Quality
Management Applications and the Desktop Recording Client
These are listed in the MR 8.0 Installation Guide under Overview, Operating environment and as
such are not duplicated here.
6. Additional Considerations
6.1 Active Directory Authentication Option
When deploying in an AD environment, both MR and WFM servers should be a member of the
domain. The ACD server is recommended but not required to be a member of the domain – in
which case additional setup is required. See installation document for more details.
 When deploying WFO, a user must exist or be created on the Unified CCX server who
has read access to db_cra
6.2 WFM and MR Application Hardware Redundancy
 WFO products do not currently provide application server hardware redundancy.
However, note that both MR and WFM do support a redundant Unified CCX
environment and are able to switch to secondary/backup on failure of the primary Unified
CCX system.
 MR starting with version 2.7.2 does support a redundant CTI Service providing a
redundant path option for call event signaling between Communication Manager and the
MR endpoint or server based recording services
6.3 WFM and MR Application Server to ACD latency
WFM has no specific requirements for latency to the ACD. The primary feature of concern
would be the real time service, RTE, but WFM only uses this to get the agent state information
for displaying the agent’s status and tracking their schedule adherences. If it is acceptable for a
customer to have a latency delay in RTE display and adherence tracking then this latency will
not disrupt the functionality of the WFM application.
The critical network latency path for MR is for signaling CTI events. The network latency from
CUCM to the MR CTI service and on to the endpoint or server based recording service will
delay the start of recording by the sum of the latency time. Acceptable latency is at the
customers discretion as to the amount of recording delay is tolerable for their business needs.
Generally recording delays of fewer than one second have no perceptible impact to users.