[cisco-voip] IPCCX Monitoring remote agent across VPN connection

[Matthew Saskin]

I'm only familiar with remote agents using IPCC Enterprise and CAD, but 
what are your remote agents using for their telephone?  I would *guess* 
that if they are using CAD with IP Communicator, the standard 
desktop-based monitoring *should* work.  In addition, if their calls are 
routing via voice gateways within the network, server-based monitoring 
should also work provided the server is sitting on a SPAN port that sees 
the voip traffic.

-matt

Andrew F. Wolfe wrote:
> Hello,
> 
> Has anyone out there ever implemented a remote contact center agent
> who logs in using the Cisco VPN client and if so were you able to
> monitor/record them?  Is this even supported?  If so does anyone have
> a link CCO that shows it supported?  Thanks
> 
> Andrew
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