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UCCX – Configuring Agent/Supervisor Recording & Monitoring within a Citrix Environment

Hi All

Below is some  information I have documented to assist with the implementation of RSPAN and or VSPAN to allow for the Contact Centre agents to Record Calls within a Citrix user session. Currently Cisco Desktop Monitoring which is the default recording based configuration for UCCX is not a supported recording platform within a Citrix environment therefore the use of a server based monitoring platform is required.

A number of items will need to be configured to ensure that the server based monitoring option will work within the environment.

SPAN (Switched Port Analyzer) and RSPAN (Remote SPAN) analyze traffic passing through ports or VLAN’s to another port on the switch which either sends this information to a local destination port or through to a destination VLAN using RSPAN.

If the client has their agents connecting to a Cisco 3560 access switch and the UCCX server connecting to a core switch RSPAN will have to be utilized as the traffic will have to move across multiple switches.

Below is a diagram which illustrates the RSPAN process and how it will work within the network environment.

Currently there are two ways to configure RSPAN, one is by individually assigning each port to a RSPAN session, the other is to create a VLAN with Remote SPAN enabled and assign each of the ports configured for the UCCX agents to this VLAN. This then enables the whole VLAN to be monitored and therefore all traffic within this VLAN will be sent to the UCCX servers.

If the client has two UCCX servers for HA (High Availability) two monitor sessions will need to be configured to ensure that this feature is running for both the Primary and Secondary UCCX servers.

When configuring the network to support RSPAN there are three main ports to be configured, the source port, destination port and a reflector port. Each of these is described below

Source Port

A source port (also called a monitored port) is a switched or routed port that you monitor for network traffic analysis. In a single local SPAN session or RSPAN source session, you can monitor source port traffic such as received (Rx), transmitted (Tx), or bidirectional (both); however, on a VLAN, you can monitor only received traffic. The switch supports any number of source ports (up to the maximum number of available ports on the switch) and any number of source ingress VLANs (up to the maximum number of VLANs supported).

A source port has these characteristics:

•It can be any port type (for example, EtherChannel, Fast Ethernet, Gigabit Ethernet, and so forth).

•It can be monitored in multiple SPAN sessions.

•It cannot be a destination port.

•Each source port can be configured with a direction (ingress, egress, or both) to monitor. For    EtherChannel sources, the monitored direction would apply to all the physical ports in the group.

•Source ports can be in the same or different VLANs.

•For VLAN SPAN sources, all active ports in the source VLAN are included as source ports.

You can configure a trunk port as a source port. By default, all VLANs active on the trunk are monitored. You can limit SPAN traffic monitoring on trunk source ports to specific VLANs by using VLAN filtering. Only switched traffic in the selected VLANs is sent to the destination port. This feature affects only traffic forwarded to the destination SPAN port and does not affect the switching of normal traffic. This feature is not allowed in sessions with VLAN sources.

Destination Ports

Each local SPAN session or RSPAN destination session must have a destination port (also called a monitoring port) that receives a copy of traffic from the source ports and VLANs.

The destination port has these characteristics:

•It must reside on the same switch as the source port (for a local SPAN session).

•It can be any Ethernet physical port.

•It can participate in only one SPAN session at a time (a destination port in one SPAN session cannot be a destination port for a second SPAN session).

•It cannot be a source port or a reflector port.

•It cannot be an EtherChannel group or a VLAN.

•It can be a physical port that is assigned to an EtherChannel group, even if the EtherChannel group has been specified as a SPAN source. The port is removed from the group while it is configured as a SPAN destination port.

•The port does not transmit any traffic except that required for the SPAN session.

•If ingress traffic forwarding is enabled for a network security device, the destination port forwards traffic at Layer 2.

•It does not participate in spanning tree while the SPAN session is active.

•When it is a destination port, it does not participate in any of the Layer 2 protocols (STP, VTP, CDP, DTP, PagP, or LACP).

•A destination port that belongs to a source VLAN of any SPAN session is excluded from the source list and is not monitored.

•No address learning occurs on the destination port.

Reflector Port

The reflector port is the mechanism that copies packets onto an RSPAN VLAN. The reflector port forwards only the traffic from the RSPAN source session with which it is affiliated. Any device connected to a port set as a reflector port loses connectivity until the RSPAN source session is disabled.

The reflector port has these characteristics:

• It is a port set to loopback.

• It cannot be an EtherChannel group, it does not trunk, and it cannot do protocol filtering.

• It can be a physical port that is assigned to an EtherChannel group, even if the EtherChannel group is specified as a SPAN source. The port is removed from the group while it is configured as a reflector port.

• A port used as a reflector port cannot be a SPAN source or destination port, nor can a port be a reflector port for more than one session at a time.

• It is invisible to all VLANs.

• The native VLAN for looped-back traffic on a reflector port is the RSPAN VLAN.

• The reflector port loops back untagged traffic to the switch. The traffic is then placed on the RSPAN VLAN and flooded to any trunk ports that carry the RSPAN VLAN.

• Spanning tree is automatically disabled on a reflector port.

If the bandwidth of the reflector port is not sufficient for the traffic volume from the corresponding source ports and VLANs, the excess packets are dropped. A 10/100 port reflects at 100 Mbps. A Gigabit port reflects at 1 Gbps.

 

VSPAN – VLAN-based SPAN

The following configuration example provides a guide as to how to configure VSPAN for the Network.

Create a UCCX Recording VLAN

The following is required to create a VLAN for the UCCX agent on each of the Cisco 3560 switches to place them into a separate VLAN which is then configured for VSPAN

If VTP is enabled within the network then these VLANS can be added and then propagated throughout the network

Switch(config)# vlan (UCCX Recording VLAN)
Switch(config)# remote-span

Assign UCCX Agent Switchports to UCCX Agent VLAN

Switch(config)# interface fastethernet 0/x
Switch(config)# switchport voice vlan (UCCX Recording VLAN)

Configuring UCCX Agent VLAN for Monitoring on Primary UCCX Server

Switch(config)# monitor session 1 source vlan (UCCX Recording VLAN) both
Switch(config)# monitor session 1 destination remote vlan (UCCX 
Recording VLAN) reflector-port fastethernet0/1
Switch(config)# end

Configuring UCCX Agent VLAN for Monitoring on Secondary UCCX Server

Switch(config)# monitor session 2 source vlan (UCCX Recording VLAN)both
Switch(config)# monitor session 2 destination remote vlan (UCCX 
Recording VLAN)reflector-port fastethernet0/2
Switch(config)# end

Configuring UCCX Server

To ensure the UCCX servers are ready to accept the analyzed traffic from the monitored sessions the Primary and Secondary UCCX servers will need to be configured as per the following.

Please note the secondary NIC on each of the UCCX server will need to be configured and assigned to the UCCX Recording VLAN

Primary UCCX Server

Switch(config)# monitor session 1 source remote vlan (UCCX 
Recording VLAN)
Switch(config)# monitor session 1 destination interface 
fastEthernet0/x (Secondary UCCX NIC)
Switch(config)# end

Secondary UCCX Server

Switch(config)# monitor session 2 source remote vlan (UCCX 
Recording VLAN)
Switch(config)# monitor session 2 destination interface 
fastEthernet0/x (Secondary UCCX NIC)
Switch(config)# end

If the client decides not to implement VSPAN based monitoring and would like to implement individual based port monitoring via RSPAN then the following is an example configuration on how to implement this.

RSPAN – Remote SPAN

The following is required to allow for each of the agents ports on the switches to be monitored and then sent back to a RSPAN VLAN.

Configuring UCCX Agent VLAN for Monitoring on Primary UCCX Server

Switch(config)# monitor session 1 source interface fastEthernet0/1 both
Switch(config)# monitor session 1 source interface fastEthernet0/2 both
Switch(config)# monitor session 1 source interface fastEthernet0/3 both
Switch(config)# monitor session 1 destination remote vlan (UCCX 
Recording VLAN) reflector-port fastEthernet0/1
Switch(config)# end

Configuring UCCX Agent VLAN for Monitoring on Secondary UCCX Serve

Switch(config)# monitor session 2 source interface fastEthernet0/1 both
Switch(config)# monitor session 2 source interface fastEthernet0/2 both
Switch(config)# monitor session 2 source interface fastEthernet0/3 both
Switch(config)# monitor session 2 destination remote vlan (UCCX 
Recording VLAN) reflector-port fastEthernet0/2
Switch(config)# end

Configuring UCCX Server

To ensure the UCCX servers are ready to accept the analyzed traffic from the monitored sessions the Primary and Secondary UCCX servers will need to be configured as per the following.

Please note the secondary NIC on each of the UCCX server will need to be configured and assigned to the UCCX Recording VLAN

Primary UCCX Server

Switch(config)# monitor session 1 source remote vlan (UCCX 
Recording VLAN)
Switch(config)# monitor session 1 destination interface 
fastEthernet0/x(UCCX Recording VLAN)
Switch(config)# end

Secondary UCCX Server

Switch(config)# monitor session 1 source remote vlan 
(UCCX Recording VLAN)
Switch(config)# monitor session 1 destination interface fastEthernet0/x 
(UCCX Recording VLAN)
Switch(config)# end

Troubleshooting Commands to Assist with Implementation

sh vlan brief (Ensures VLANs are created and the correct agent ports are assigned)

show monitor session [session number] (Verifies monitor session configuration)

Enjoy…..

The Voice Man

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