Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
1-30
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Note
If the system is off the network, you may want to check the Network
settings on the phone. Also, future CallManager versions might support a
setting on the phone configuration page to enable/disable voice packets
on the PC port of the phone.
settings on the phone. Also, future CallManager versions might support a
setting on the phone configuration page to enable/disable voice packets
on the PC port of the phone.
–
The PC cannot capture the voice packets sent from the phone. See
"Determining if a PC can capture audio packets sent from an IP phone"
"Determining if a PC can capture audio packets sent from an IP phone"
Symptom
After just installing CTI OS Server Release 5.1 or later, CTI Toolkit
Agent Desktop, and CTI Toolkit IPCC Supervisor Desktop (both with the Silent
Monitor option), Silent Monitor does not work.
Monitor option), Silent Monitor does not work.
Possible Cause
Make sure that the agent that is being monitored has the agent
desktop system plugged into the back of the hardphone. In a duplex CTI OS
environment, make sure that the CTI OS servers are configured as peers during
the CTI OS server install. In a lab environment try temporarily shutting down
one CTI OS server and try again. If it still does not work, please read the other
symptom discussions in this section.
environment, make sure that the CTI OS servers are configured as peers during
the CTI OS server install. In a lab environment try temporarily shutting down
one CTI OS server and try again. If it still does not work, please read the other
symptom discussions in this section.
Symptom
The Silent Monitor Button is not enabled on the CTI Toolkit IPCC
Supervisor Desktop.
Possible Cause
Possible reasons:
–
When the Client was installed, the Silent Monitor option was not
checked. Please reinstall and check the Silent Monitor option
checked. Please reinstall and check the Silent Monitor option
–
The supervisor is logged on to a connection profile (See section about
connection profiles in the Systems manager guide) has the registry key
“IPCCSilentMonitorEnabled” set to 0 (1 means enabled and is the
default) – either change this key or use a different connection profile
connection profiles in the Systems manager guide) has the registry key
“IPCCSilentMonitorEnabled” set to 0 (1 means enabled and is the
default) – either change this key or use a different connection profile
–
The agent currently selected in the Real-Time grid is not logged on
–
The CTI OS Server this client is currently connected to does not support
Silent Monitor (i.e., it is a release prior to Release 5.1)
Silent Monitor (i.e., it is a release prior to Release 5.1)
–
The supervisor is not logged on