Cisco Cisco Computer Telephony Integration Option 10.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
07/29/03 12:41:06.961 1800 CTIOSSoftphone
CCtiOsObject(01CB27C8)::ReportError( Code(-127) )
07/29/03 12:41:06.961 1800 CTIOSSoftphone
CSilentMonitorManager::m_pSMSniffer( 01CCA7B0 ):
Error(268435458): Failed to initialize Sniffer
If these entries are present, you need to install the newest version of WinPCap
available. See
available. See
in Chapter 2 of this document for details on
how to install WinPcap" Note that Before you install the new WinPcap
version, you need to uninstall WinPcap 3.0, restart the agent’s system, and
then install the newer version.
version, you need to uninstall WinPcap 3.0, restart the agent’s system, and
then install the newer version.
If these entries are not present, increase the tracing mask on the agent‘s
computer to 0xf0f and try to silent monitor the agent again.
computer to 0xf0f and try to silent monitor the agent again.
Symptom
The monitored audio on the supervisor desktop is not clear (frequent
drop-outs or audio distortions)
Possible Cause
The supervisor softphone requires some CPU power to decode
monitored audio packets in real time. If the CPU is used heavily by other
applications on the supervisor's PC, the audio decoder may not have access to
the CPU power required to keep up with incoming audio. Here are some steps
you can take to improve audio quality:
applications on the supervisor's PC, the audio decoder may not have access to
the CPU power required to keep up with incoming audio. Here are some steps
you can take to improve audio quality:
–
Stop any unnecessary applications that are running on the supervisor's
desktop machine.
desktop machine.
–
Open Windows Task Manager on the supervisor's machine and check for
other applications that may be utilizing a large percentage of the
machine's CPU.
other applications that may be utilizing a large percentage of the
machine's CPU.
–
Check the tracing level on the Supervisor Desktop. Silent Monitoring is
tuned to work well at the default tracing mask of 0x40000307. If the
tracing level is set higher than the default, silent monitor audio quality
may be impacted. Reduce the desktop trace mask to 0x40000307 or
lower.
tuned to work well at the default tracing mask of 0x40000307. If the
tracing level is set higher than the default, silent monitor audio quality
may be impacted. Reduce the desktop trace mask to 0x40000307 or
lower.
–
An overloaded network may cause audio packets to be delayed or lost as
they are sent from the agent to the supervisor. If a large number of audio
packets are lost or do not arrive at the supervisor in a timely manner,
monitored audio may be degraded. Check with your system administrator
to determine whether you are having network bandwidth issues and fix
any network problem.
they are sent from the agent to the supervisor. If a large number of audio
packets are lost or do not arrive at the supervisor in a timely manner,
monitored audio may be degraded. Check with your system administrator
to determine whether you are having network bandwidth issues and fix
any network problem.