Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
2-7
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 2 Resolutions to Common Problems
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
from an IP Phone
To determine if an agent PC is unable to capture packets sent from the IP phone,
Cisco recommends you use a public domain packet sniffer called Ethereal. (This
is because Ethereal uses WinPCap, which is the same packet capture technology
that is used by CTIOS Silent Monitor.):
Cisco recommends you use a public domain packet sniffer called Ethereal. (This
is because Ethereal uses WinPCap, which is the same packet capture technology
that is used by CTIOS Silent Monitor.):
1.
Download Ethereal from http://www.ethereal.com/download.html and install
it on the agent’s machine.
it on the agent’s machine.
2.
Verify that WinPcap is installed on the agent’s machine via Start->Control
Panel->Add remove programs. WinPcap should be on the list. If not, install
WinPcap as described in the
Panel->Add remove programs. WinPcap should be on the list. If not, install
WinPcap as described in the
section of this document.
3.
Run Ethereal: Select Capture->Start->OK
4.
Make a voice call from or to the agent’s phone (there is no need to be logged
on to CTIOS right now) and insure that UDP packets are captured at roughly
100 packets/second.
on to CTIOS right now) and insure that UDP packets are captured at roughly
100 packets/second.
5.
If no packets are captured, click stop, then Capture -> Start again.
However, make sure that you select a different Adapter from the drop down
list, go to step 3., and repeat the test. If there are no adapters listed in the
Interface drop down list and you are not an Administrator on the PC, there
may be a WinPcap user permissions issue. To fix this issue, check the value
of the Start setting at the following Windows registry key:
However, make sure that you select a different Adapter from the drop down
list, go to step 3., and repeat the test. If there are no adapters listed in the
Interface drop down list and you are not an Administrator on the PC, there
may be a WinPcap user permissions issue. To fix this issue, check the value
of the Start setting at the following Windows registry key:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NPF
Change the value of the Start setting to 0x00000002, reboot the PC, and try to
monitor the agent again.
monitor the agent again.
If you are unable to capture packets on any of the adapters listed in the drop down
list, and your PC is on a VLAN, your PC's network interface card may not be able
to capture packets from a different VLAN. Some interface cards require special
configuration to capture packets off a different VLAN.
list, and your PC is on a VLAN, your PC's network interface card may not be able
to capture packets from a different VLAN. Some interface cards require special
configuration to capture packets off a different VLAN.
Refer to Appendix A of the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for details on how to qualify your network interface
card for silent monitor.
Enterprise & Hosted Editions for details on how to qualify your network interface
card for silent monitor.