Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Cisco CAD Troubleshooting Guide
126
March 13, 2015
results in an empty recording. The agent’s desktop is monitored using
desktop monitoring.
desktop monitoring.
Solution
The following device settings are required for desktop monitoring to
function correctly with CAD.
function correctly with CAD.
NOTE: Not all devices or Unified CM versions use all these settings.
Configure those that do appear for your device and Unified CM version.
Configure those that do appear for your device and Unified CM version.
In Unified CM Administration, in the Product Specific Configuration
section of the Device Configuration screen, configure these settings:
section of the Device Configuration screen, configure these settings:
■
PC Port—Enabled. If the PC Port is not enabled, the agent PC that is
connected to the port will not have network access. No voice
streams will be seen by the desktop monitor module.
connected to the port will not have network access. No voice
streams will be seen by the desktop monitor module.
■
PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not
enabled, no voice streams will be seen by the desktop if the
desktop is not a member of the same VLAN as the phone.
enabled, no voice streams will be seen by the desktop if the
desktop is not a member of the same VLAN as the phone.
■
Span to PC Port—Enabled. If the Span to PC Port is not enabled, the
voice streams seen by the phone will not be seen by the desktop
monitor module.
voice streams seen by the phone will not be seen by the desktop
monitor module.
In the Device Information section of the Device Configuration screen,
configure this setting as follows:
configure this setting as follows:
■
Device Security Mode—Non-Secure or Authenticated. If the Device
Security Mode is set to Encrypted, the voice streams can be seen
but will not be converted correctly, causing the speech to be
garbled.
Security Mode is set to Encrypted, the voice streams can be seen
but will not be converted correctly, causing the speech to be
garbled.
You must also configure the agent phones to use the G.711 or G.729
codecs. Other codecs, such as G.722, are not supported for silent
monitoring and recording.
codecs. Other codecs, such as G.722, are not supported for silent
monitoring and recording.
Problem
The CPU usage on the VoIP Monitor service PC has gone to 99%, and
the PC has locked up.
the PC has locked up.
Solution
This can happen when you disable the sniffing adapter through the
Windows Network and Dialup Connections window while the VoIP
Monitor service is running. Re-enabling the sniffer adapter while the
VoIP Monitor service is running will not solve the problem. You must
stop the VoIP Monitor service, re-enable the sniffer adapter, and then
restart the VoIP Monitor service to restore normal functionality.
Windows Network and Dialup Connections window while the VoIP
Monitor service is running. Re-enabling the sniffer adapter while the
VoIP Monitor service is running will not solve the problem. You must
stop the VoIP Monitor service, re-enable the sniffer adapter, and then
restart the VoIP Monitor service to restore normal functionality.