Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
Symptom
A supervisor has clicked the silent monitor start button and after a while
a message box appears indicating the session has timed out:
Possible Cause
–
The agent is logged on to a connection profile, which has Silent Monitor
disabled (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.
disabled (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.
–
The client selected for monitoring does not have Silent Monitor installed
or does not support Silent Monitor (legacy client).
or does not support Silent Monitor (legacy client).
–
The client is not available on the network. The client might have chosen
to abort the CTI Toolkit software and close the CTI Toolkit Agent
Desktop.
to abort the CTI Toolkit software and close the CTI Toolkit Agent
Desktop.
–
On certain systems it is necessary to reboot after installing WinPCap,
which is installed with Silent Monitor option on the CTI Toolkit Agent
Desktop. Please reboot and try again.
which is installed with Silent Monitor option on the CTI Toolkit Agent
Desktop. Please reboot and try again.
–
The agent or supervisor is not running CTI OS Release 5.1 or later.
–
On a Windows XP system, the Internet Connection Firewall (ICF) must
be disabled in order for the agent PC to receive heartbeat packets. Check
to ensure that the ICF on the agent PC is disabled. The ports for CTI OS
and Silent Monitor should be accessible via a firewall if supervisors
and/or agents are connected to a remote switch.
be disabled in order for the agent PC to receive heartbeat packets. Check
to ensure that the ICF on the agent PC is disabled. The ports for CTI OS
and Silent Monitor should be accessible via a firewall if supervisors
and/or agents are connected to a remote switch.