Cisco Cisco Computer Telephony Integration Option 10.5 Troubleshooting Guide
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
See the following Microsoft website for more information on how to
check this setting and how to disable the ICF:
check this setting and how to disable the ICF:
For details about backward compatibility refer to the Cisco Compatibility
Matrix.
Matrix.
Symptom
A supervisor has clicked the silent monitor start button, the session
seems active (monitored indicator in the agent real-time status window for voice)
but there is no monitored audio. The message box shown in the previous symptom
does not appear. Other agents may be monitored successfully.
but there is no monitored audio. The message box shown in the previous symptom
does not appear. Other agents may be monitored successfully.
Possible Cause
On rare occasions, if an agent logs in to a desktop associated
with a phone that already has an active call, the desktop may not be able to
capture packets from that phone. This is due to the fact that the desktop does
not know the IP address of the phone. The desktop automatically detects the
address of the hardphone any time audio starts or stops on the phone. (e.g. call
begins, hold, retrieve, call ends, etc.) If the agent logs in after the call has
already started, auto-detection does not take place. The desktop will assume
that the phone is located at its last known address. If that address is incorrect,
the desktop will be unable to capture packets. This problem will correct itself
on the next call handled by the agent or when the agent performs an action that
causes audio to start or stop.
capture packets from that phone. This is due to the fact that the desktop does
not know the IP address of the phone. The desktop automatically detects the
address of the hardphone any time audio starts or stops on the phone. (e.g. call
begins, hold, retrieve, call ends, etc.) If the agent logs in after the call has
already started, auto-detection does not take place. The desktop will assume
that the phone is located at its last known address. If that address is incorrect,
the desktop will be unable to capture packets. This problem will correct itself
on the next call handled by the agent or when the agent performs an action that
causes audio to start or stop.
It may also be possible that WinPcap 3.0 cannot enumerate the network
devices on the system. This causes CTI OS Agent Softphone to not initiate the
silent monitor session and not forward voice to the CTI Toolkit IPCC
Supervisor Desktop.
devices on the system. This causes CTI OS Agent Softphone to not initiate the
silent monitor session and not forward voice to the CTI Toolkit IPCC
Supervisor Desktop.
To determine if this is the case, retrieve the CTI Toolkit Log from the agent’s
computer and open it on a text editor. See if the following entries appear in the
log file:
computer and open it on a text editor. See if the following entries appear in the
log file:
07/29/03 12:41:06.961 1800 CTIOSSoftphone
CSilentMonitorManager::StartSMMonitoredMode,
(MonitoredDeviceID:2032
HeartBeatInterval:1 HeartbeatTimeout:3
MonitoringIPPort:8500)
07/29/03 12:41:06.961 1800 CTIOSSoftphone
CSMSniffer::Initialize : Pcap not available on system or Pcap
found no network device :