Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Cisco CAD Troubleshooting Guide
132
March 13, 2015
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confirm button to complete the
conference operation.
and the first supervisor presses the Confirm button to complete the
conference operation.
The first supervisor’s IP phone displays the message “To Conference”,
but the first supervisor’s Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again and
gets the error message, “Supervisor has failed to start voice monitor.
CTI OS exception on start monitor. PG code 13144.”
but the first supervisor’s Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again and
gets the error message, “Supervisor has failed to start voice monitor.
CTI OS exception on start monitor. PG code 13144.”
Solution
The first supervisor cannot monitor the same agent call until the
second supervisor drops the call.
second supervisor drops the call.
Problem
While a recording is in progress, the reported duration of the recording
is incorrect.
is incorrect.
Solution
While a recording is in progress, the reported duration is calculated by
taking the difference between the current time, which is determined by
the server, and the start time, which is specified by the client. If the
clocks on the client computer and the server computer are not
synchronized, the reported duration will be incorrect. The difference
between the reported duration and the correct duration can be
significant if the agent is in a different time zone from the server.
taking the difference between the current time, which is determined by
the server, and the start time, which is specified by the client. If the
clocks on the client computer and the server computer are not
synchronized, the reported duration will be incorrect. The difference
between the reported duration and the correct duration can be
significant if the agent is in a different time zone from the server.
When the recording is complete, the start time and end time are both
specified by the client, and the reported duration will be correct.
specified by the client, and the reported duration will be correct.
Problem
Recordings sound slow.
Cause: CAD is using server (SPAN)-based or desktop-based monitoring,
and there is another application that uses network-based recording.
The agents whose recordings sound slow use IP phones with
built-in bridges.
and there is another application that uses network-based recording.
The agents whose recordings sound slow use IP phones with
built-in bridges.
Solution
When a device is configured for network recording in the Unified CM,
CAD monitoring and recording starts capturing the duplicate voice
packets generated by the phone’s built-in bridge. This results in
recordings that sound slow because they contain duplicate packets. To
resolve this issue, configure the affected agents to use Unified
CM-based monitoring or discontinue using network-based recording.
CAD monitoring and recording starts capturing the duplicate voice
packets generated by the phone’s built-in bridge. This results in
recordings that sound slow because they contain duplicate packets. To
resolve this issue, configure the affected agents to use Unified
CM-based monitoring or discontinue using network-based recording.