Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Cisco CAD Troubleshooting Guide

130

March 13, 2015

For example, with the Intel PRO/1000 MT network adapter with driver 
version 8.8.1.0 dated 12/13/2006, the workaround described in 
CS-005897 does not apply. Instead, each agent desktop must add the 
VLAN ID of the IP phone that the PC is directly connected to. This is 
done in the VLANs tab of the Intel PRO/1000 MT network connection 
properties page.

The VLAN ID of the IP phone can typically be obtained from the Network 
Configuration screen on the phone. See the documentation specific to 
your version of Unified CM and model of IP phone, or your network 
administrator for more information.

Problem

When the supervisor uses USB speakers for monitoring and playback in 
Supervisor Desktop, there is no sound.

Solution

You must plug in the USB speakers before opening Supervisor Desktop.

To resolve this issue, close Supervisor Desktop, then plug in the USB 
speakers. Reopen Supervisor Desktop and restart monitoring or 
playback.

Problem

The supervisor clicks a recording in Supervisor Log Viewer, but it does 
not play.

Solution

For troubleshooting information about VoIP monitoring and recording, 
see Configuring and Troubleshooting VoIP Monitoring

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor selects an agent's call, but the Start Voice Monitor button is 
disabled.

Solution

Check the following:

■

The supervisor is logged into Agent Desktop.

■

The supervisor's agent state is Not Ready.

■

The call to be monitored is not on hold.

■

The agent being monitored is not a mobile agent.

■

The Chat service is running.