Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Recording, Monitoring, and Playback Problems
March 13, 2015
133
Problem
Desktop-based silent monitoring does not work.
Cause. The QoS RSVP service (a built-in Windows service) might be
disabled on the agent desktop that is required for the desktop-based
silent monitoring to work.
disabled on the agent desktop that is required for the desktop-based
silent monitoring to work.
Solution
Start the QoS RSVP service by completing the following steps:
1. Launch services.msc from either a command window or the
Start > Run prompt. The Services window appears.
2. From the list of services under the Name column in the right pane,
select QoS RSVP.
3. Right-click Qos RSVP, and click Start. The Status column displays
Started when the service is started.
Problem
An agent receives a call immediately after logging in. A workflow has
been configured to initiate recording when a call is received. However,
the call is not recorded. The supervisor sees no recording icon on the
call, and no call appears in the Supervisor Record Viewer.
been configured to initiate recording when a call is received. However,
the call is not recorded. The supervisor sees no recording icon on the
call, and no call appears in the Supervisor Record Viewer.
Solution
This situation can arise when SPAN monitoring and recording is used.
There must be about ten seconds between the time the agent logs in
and when a call can be recorded or monitored.
There must be about ten seconds between the time the agent logs in
and when a call can be recorded or monitored.