Which mechanism enables the Cisco Unified CCX Cisco Agent Desktop application to obtain a copy of the RTP packet stream directly from a supported IP phone?
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A. B. C. D. E.B.
Desktop monitoring provides a mechanism for the CAD application to obtain a copy of the RTP packet streams directly from the phone and therefore removes the need for a Monitoring component connected to the SPAN port on the Catalyst switch.
A Cisco phone supporting desktop monitoring is required and the agent workstation running CAD must be connected to the data port on the back of the agent phone.
The Cisco IP Communicator also supports using desktop monitoring for silent monitoring and recording.
References: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/design/UCCX_BK_UD5B347F_00_uccx-solution- reference-network-design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design_chapter_010.html.
The correct answer is C. remote SPAN monitoring.
Remote SPAN (RSPAN) monitoring is a mechanism that enables the Cisco Unified CCX Cisco Agent Desktop application to obtain a copy of the RTP packet stream directly from a supported IP phone. RSPAN allows the Cisco Agent Desktop application to monitor the voice traffic between an IP phone and its connected switch port.
SPAN (Switched Port Analyzer) port monitoring is a mechanism that copies traffic from one or more source ports to a destination port for analysis. However, SPAN does not allow the Cisco Agent Desktop application to obtain a copy of the RTP packet stream directly from a supported IP phone. Desktop monitoring is a feature that allows supervisors to monitor agents' activity from their own desktops, but it does not provide access to the RTP packet stream.
Reflector port monitoring and ESPAN monitoring are not valid monitoring mechanisms in this context.
In summary, the correct answer is C. remote SPAN monitoring, as it enables the Cisco Agent Desktop application to obtain a copy of the RTP packet stream directly from a supported IP phone.