Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
Silent Monitor Problems (IPCC Only)
Troubleshooting CTI OS Based Silent Monitor Problems
Symptom
A supervisor has clicked the silent monitor start button, the session seems active (monitored
indicator in the agent real-time status window for voice), but after a while the following message box
appears:
appears:
Possible Cause
–
The agent’s desktop PC is not plugged into the second port of the hardphone.
–
The agent is logged in to a device other than the hard phone to which his/her PC is connected.
–
The Phone is not sending the packets because the PC port is deactivated.
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.
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"
capture audio packets sent from an IP phone"