Cisco Cisco Agent Desktop 8.5 Fehlerbehebungsanleitung
Recording, Monitoring, and Playback Problems
April 3, 2014
111
Recording, Monitoring, and Playback
Problems
Problems
Problem
Desktop monitoring fails for agents who use Agent Desktop on their
local LAN and also need to connect to another LAN via VPN.
local LAN and also need to connect to another LAN via VPN.
Solution
Desktop monitoring fails if a VPN connection is active. CAD assumes
that, if the VPN connection is active, then Agent Desktop is using it. As a
result, CAD looks for RTP packets from the VPN connection rather than
from the IP phone.
that, if the VPN connection is active, then Agent Desktop is using it. As a
result, CAD looks for RTP packets from the VPN connection rather than
from the IP phone.
To resolve this issue, use SPAN-based monitoring for agents who must
use VPN in addition to Agent Desktop.
use VPN in addition to Agent Desktop.
Problem
The Recording & Playback service is not recording the audio file.
Solution
Check the following:
■
If SPAN-based monitoring/recording is being used, make sure that
a SPAN port has been created on the switch for the PC’s network
port where the VoIP Monitor service is connected.
a SPAN port has been created on the switch for the PC’s network
port where the VoIP Monitor service is connected.
■
Make sure that the Recording & Playback service has permission to
write to the AudioFiles directory.
write to the AudioFiles directory.
■
If the audio files are saved on a drive using the FAT32 file system,
there is a limitation of 21,844 objects in the folder. If the folder has
reached this limit, delete unused audio files, or convert the drive to
the NTSF file system.
there is a limitation of 21,844 objects in the folder. If the folder has
reached this limit, delete unused audio files, or convert the drive to
the NTSF file system.
To check the user of the service, open the Services control panel.
Double-click Administrative Tools and then Services. Search for the
service named Recording & Playback service and click Startup. Account
should be selected and a domain account given along with the
password.
Double-click Administrative Tools and then Services. Search for the
service named Recording & Playback service and click Startup. Account
should be selected and a domain account given along with the
password.
Problem
When monitoring an agent’s customer contact, nothing can be heard,
and after 15 seconds, an error message is received that no packets are
being received. Attempting to record an agent’s customer contact
and after 15 seconds, an error message is received that no packets are
being received. Attempting to record an agent’s customer contact