Cisco Cisco Agent Desktop 8.0 Troubleshooting Guide

Recording, Monitoring, and Playback Problems

March 2012

net stop spcd
net start spcd

Close the command window and start CAD Configuration Setup. In the
VoIP Monitor Service window, select the IP address of the new NIC and
save the changes.

Problem

The supervisor starts recording an agent’s conversation, but after a
short time the recording stops by itself.

Solution

Check to make sure that no other supervisors are currently viewing the
same team of agents. Any supervisor using Supervisor Desktop can see
all conversations being recorded, and can stop a recording of an agent
conversation even if that supervisor did not initiate the recording.

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

Problem

When the supervisor clicks on an agent (or an agent call) to start
monitoring, Supervisor Desktop displays the speaker icon next to the
agent but there is no sound.

Solution

If your system is using CAD-based monitoring, check these things:

■

Move the volume slider all the way to the right.

■

Verify that the sound card in the PC is working properly.

■

Check to see if another application is using the sound card. Some
combinations of operating system, sound card, and drivers do not
support multiple users.

■

Verify that the agent is on a call, and is talking.

If your system is using CAD-based monitoring with SPAN port
(server-based) monitoring:

■

Verify that the SPAN port on the switch has been configured
correctly. If the monitor service has been moved, or new agent IP
phones have been added, then you may need to reconfigure the
SPAN port.

■

Check the Windows NT/2000 application log on the VoIP Monitor
service for errors.