Cisco Cisco Computer Telephony Integration Option 9.0 Guía Para Resolver Problemas

The monitored audio on the supervisor desktop is not clear (frequent drop-outs or audio 

distortions)

The supervisor softphone requires some CPU power to decode monitored audio 

packets in real time. If the CPU is used heavily by other applications on the supervisor's PC, the 
audio decoder may not have access to the CPU power required to keep up with incoming audio. Here 
are some steps you can take to improve audio quality:

Stop any unnecessary applications that are running on the supervisor's desktop machine.

Open Windows Task Manager on the supervisor's machine and check for other applications that 
may be utilizing a large percentage of the machine's CPU. 

Check the tracing level on the Supervisor Desktop. Silent Monitoring is tuned to work well at 
the default tracing mask of 0x40000307. If the tracing level is set higher than the default, silent 
monitor audio quality may be impacted. Reduce the desktop trace mask to 0x40000307 or lower.

An overloaded network may cause audio packets to be delayed or lost as they are sent from the 
agent to the supervisor. If a large number of audio packets are lost or do not arrive at the 
supervisor in a timely manner, monitored audio may be degraded. Check with your system 
administrator to determine whether you are having network bandwidth issues and fix any 
network problem.

Silent Monitoring experiences 1 way audio across VPN. As soon as agents go home and 

connect into the network via Remote Cisco 831 to HQ located Cisco 3845 (acting as VPN Concentrator), 
the Silent Monitoring function only works one way. This issue only occurs when a call goes across the 
VPN tunnel which activates the Checkpoint software.

Disable the Checkpoint firewall and two way audio can be heard when silent 

monitoring. This works fine on the LAN, both sides of conversation can be monitored.