IT Employment

Configuring and Troubleshooting VoIP Monitoring

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Executive Summary

Cisco software products for IP contact centers have the ability to silently monitor and record calls between contact center agents and customers. The configuration of various network components can be complex. Misconfiguration will lead to the feature failing to work properly. This white paper is intended to take the mystery out of capturing IP phone calls using Cisco software. It will explain the methodology used to capture voice streams, limitations of the technology, and challenges to deploying and maintaining systems supporting this feature.

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