The ECHO - Cisco Connection ECHO, and how it interacts with Cisco's CallManager

Transcription

1 The - Cisco Connection, and how it interacts with Cisco's CallManager Executive Brief The installation of Teleformix's digital recording solution requires no changes to a Cisco-equipped Private Branch Exchange (). It integrates seamlessly with Cisco's IP telephony solution through the Cisco switch. There are no additional costs, no service interruptions. shares the Cisco network with CallManager without either affecting the other. Executive Brief Introduction How Works with Cisco Introduction interfaces directly to Cisco's IP telephony switch. This ease of integration results from a design based upon existing network architecture. No conversion or extra equipment is necessary because utilizes features native to Cisco's switch. This eliminates failures typical of physical connections and overhead associated with wiring directly into phone extensions. The benefits of -Cisco integration are: Seamless integration and CallManager share the existing Cisco network as independent services. Flexible and scalable The versatility of 's open modular design adapts to any telephony monitoring need. Compliance with Cisco's VoIP Monitor Server Best Practices 's design embodies the industry best practices embraced by Cisco's guidelines. How Works with Cisco uses packet sniffing to monitor the ports or nodes of the Cisco Virtual LAN (VLAN) switches. These switches support Switched Port Analyzer (SPAN), which copies network traffic from several ports into one output port. More advanced switches feature Remote SPAN (RSPAN), which monitors ports across several VLAN switches. utilizes either SPAN or RSPAN sessions to duplicate the VoIP digital voice streams of specific ports to s monitoring ports. shares the Cisco network with CallManager without either affecting the other. Copyright 2007 Teleformix, LLC. Page 1 of 7

2 The Site Survey A site survey form is sent to the customer once a final quotation is approved. The customer's recording requirements and the survey results decide the architecture of the installation at the surveyed site. In addition to physical and power considerations, the site survey documents the existing configuration so that Teleformix can provide quick, troublefree onsite installation. The Site Survey Implementing with Cisco Included in the survey: Location Rack space Network cable connections port assignment Power capacity/run length/back up Remote access (VPN or dial-up) IP addresses DNS server addresses CTI details Tivoli Storage Manager details Cisco information (SPAN, RSPAN) Because 's design is based on packet sniffing, knowing the functional limitations of the customer's switches is essential. Many are incapable of performing RSPANs. Some switches copy the source port's packets for only one direction (ingress or egress). Whether SPAN or RSPAN, all switches support a limited number of sessions. Network administrators need all source and destination ports identified in order to accurately configure the VLAN SPANs for s installation. The time to make these discoveries is during the site survey. The following are required to obtain the best overall performance: Data and voice traffic occupy separate VLANs. No voice VLAN or Logical Call Center (LCC) exceeds 128 nodes. If a single recorder monitors a voice VLAN spanning more than one switch, there must be adequate bandwidth between these switches (fiber recommended). Implementing with Cisco 's network topography and number of recorders depend upon the customer's existing equipment and recording requirements. Though it is impossible to account for every possible configuration, the following examples are typical of 's versatility. Note: indicates the network connections users and administrators utilize to access s functions. indicates the network connections used by to record telephone conversations. Copyright 2007 Teleformix, LLC. Page 2 of 7

3 Express (Single Switch) Express is a single switch implementation that requires two ports on the customer's core switch. One port is for administration (communication with the switch) and the other is for monitoring conversations. Express (Single Switch) For agent -to-agent recording, create a SPAN that copies ingress packets for monitoring the voice VLAN. If the switch is not capable of monitoring a VLAN, create a SPAN to monitor by copying ingress packets for every agent's port. Server For caller-to-agent monitoring where SPAN sessions are not possible, the Cisco switch must be set up to monitor the ports for the CallManager and voice gateway. If the switch cannot monitor ports on different VLANs, then the and voice gateway must share the same VLAN. Express features: IBM System x 128 port VoIP Single chassis Raid 5 + hot spare (6) x 146 GB Copyright 2007 Teleformix, LLC. Page 3 of 7

4 Single Logical Call Center (LCC) The switches in this example of a single LCC implementation support RSPAN (Remote SPAN) sessions. This requires two ports on the core switch. One port is for administration (communication with the switches) and the other for monitoring conversations. If the data switches DO NOT support monitoring ports on different VLANs, then the IP phones, CallManager and voice gateway must share the same VLAN. Single LCC (Logical Call Center) For agent -to-agent monitoring, create an RSPAN session to monitor the voice VLAN, copying ingress packets. For caller-to-agent monitoring, create a single SPAN session to monitor the voice VLAN on the core Cisco switch by copying both ingress and egress packets. Server Another method of caller-to-agent recording is accomplished by monitoring the ports for the CallManager and voice gateway, copying both ingress and egress packets. LCC 1 LCC 2 Copyright 2007 Teleformix, LLC. Page 4 of 7

5 Multiple LCCs (Cluster) Multiple RSPANs Supported more than 128 nodes requires multiple LCCs each with their own recorder. In this example the VLAN is capable of multiple RSPAN sessions, accommodating multiple LCCs. requires five ports on the core switch. Three ports are for administration (communication with the switches) and two are for monitoring conversations. Create two RSPAN monitoring sessions to monitor the logical call centers by copying ingress packets. This configuration allows agent-to-agent monitoring. Multiple LCCs Multiple RSPANs Supported Recorder 1 Recorder 2 Private VLAN Server Cluster features: Multi chassis IBM System x (6) x 300 GB max. Fully redundant 24 x 7 x 365 monitoring LCC 1 LCC 2 Copyright 2007 Teleformix, LLC. Page 5 of 7

6 Multiple LCCs Multiple RSPANs Not Supported In this example more than 128 nodes are monitored, using multiple LCCs and recorders, but the core switch is not capable of creating multiple RSPAN sessions. In addition to the administration connections to the core switch, requires either three monitoring ports on the core switch (previously illustrated) or one monitoring port on every voice switch the server monitors (illustrated below). Multiple LCCs Multiple RSPANs Not Supported Create a SPAN session to monitor the voice VLAN on both of the switches attached to the LCCs by copying ingress packets. If the switches do not support VLAN monitoring, configure the switches for each IP phone's port. Recorder 1 Recorder 2 Private VLAN Server 1 2 LCC 1 LCC 2 Copyright 2007 Teleformix, LLC. Page 6 of 7

7 Summary 's direct digital integration with Cisco's VoIP network enables the pooling of voice VLAN ports through SPAN or RSPAN. then groups and monitors these ports according to the customer's business strategies. About Summary About About Teleformix One or more IBM System x servers are at the heart of 's system. They execute IBM Informix, WebSphere and Tivoli services within a highly stable Linux environment. is accessed through an intuitive browser-based user interface or through optional Web services modules. produces searchable synchronized voice and screen recordings with "over the shoulder" screen clarity (screen recording optional). It allows unlimited questions and criteria to be integrated into the evaluation of a campaign's delivery and results. The recordings and related review material are available for electronic delivery, storage, or generation of detailed reports based on customer-specified metrics. Now QA Managers have the tools they need to accurately assess CSR ability, training and performance. These capabilities present a new standard within the CRM community as the ideal CRM -QA platform for digital voice recording and quality monitoring. is simply the best IP telephony monitoring solution. About Teleformix, LLC Teleformix offers a comprehensive range of competitively priced software solutions designed to manage today s business transaction challenges by optimizing performance and providing a rapid ROI. Teleformix offers customizable and highly scalable solutions to seamlessly integrate into any existing business architecture. Teleformix, LLC 2100 Golf Road, Suite 460 Rolling Meadows, IL Teleformix is an IBM Business Partner who has demonstrated success in delivering solutions to meet the needs of business. runs on IBM on demand infrastructure including Tivoli software, WebSphere, System x and Linux. This proven technology is tailored to address the business and IT needs of companies like yours. is simply the best IP telephony monitoring solution. For more information about Cisco s networking and telephony solutions, visit For more information about IBM s on demand technology, visit Cisco and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. The IBM logo and the IBM Business Partner emblem, Tivoli software, System x and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is a registered trademark of Linus Torvalds in the United States and other countries., Teleformix and their logos are trademarks of Teleformix, LLC. All other products are trademarks of their respective companies. Copyright 2007 Teleformix, LLC. Page 7 of 7