Cisco Cisco Computer Telephony Integration Option 9.0 Guía Para Resolver Problemas

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.

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. 

 

 
See the following Microsoft website for more information on how to check this setting and how 
to disable the ICF:

For details about backward compatibility refer to the Cisco Compatibility Matrix.

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 there is no monitored audio. The message 
box shown in the previous symptom does not appear. Other agents may be monitored successfully.

On rare occasions, if an agent logs in to a desktop associated with a phone that 

already has an active call, the desktop may not be able to capture packets from that phone. This is 
due to the fact that the desktop does not know the IP address of the phone. The desktop automatically 
detects the address of the hardphone any time audio starts or stops on the phone. (e.g. call begins, 
hold, retrieve, call ends, etc.) If the agent logs in after the call has already started, auto-detection 
does not take place. The desktop will assume that the phone is located at its last known address. If 
that address is incorrect, the desktop will be unable to capture packets. This problem will correct 
itself on the next call handled by the agent or when the agent performs an action that causes audio 
to start or stop.

It may also be possible that WinPcap 3.0 cannot enumerate the network devices on the system. This 
causes CTI OS Agent Softphone to not initiate the silent monitor session and not forward voice to 
the CTI Toolkit IPCC Supervisor Desktop.

To determine if this is the case, retrieve the CTI Toolkit Log from the agent’s computer and open it 
on a text editor. See if the following entries appear in the log file:

07/29/03 12:41:06.961  1800  CTIOSSoftphone  

CSilentMonitorManager::StartSMMonitoredMode, (MonitoredDeviceID:2032

 HeartBeatInterval:1 HeartbeatTimeout:3 MonitoringIPPort:8500)

07/29/03 12:41:06.961  1800  CTIOSSoftphone  CSMSniffer::Initialize : Pcap not 

available on system or Pcap found no network device : 

07/29/03 12:41:06.961  1800  CTIOSSoftphone  CCtiOsObject(01CB27C8)::ReportError( 

Code(-127) )

07/29/03 12:41:06.961  1800  CTIOSSoftphone  CSilentMonitorManager::m_pSMSniffer( 

01CCA7B0 ): Error(268435458): Failed to initialize Sniffer

If these entries are present, you need to install the newest version of WinPCap available. See 

 in Chapter 2 of this document for details on how to install WinPcap" Note that 

Before you install the new WinPcap version, you need to uninstall WinPcap 3.0, restart the agent’s 
system, and then install the newer version.

If these entries are not present, increase the tracing mask on the agent‘s computer to 0xf0f and try 
to silent monitor the agent again.