Cisco Cisco Agent Desktop 8.5 Guide De Dépannage
Recording, Monitoring, and Playback Problems
April 3, 2014
115
Problem
When the supervisor clicks on an agent (or an agent call) to start
monitoring, Supervisor Desktop displays the speaker icon next to the
agent but there is no sound.
monitoring, Supervisor Desktop displays the speaker icon next to the
agent but there is no sound.
Solution
If your system is using CAD-based monitoring, check these things:
■
Move the volume slider all the way to the right.
■
Verify that the sound card in the PC is working properly.
■
Check to see if another application is using the sound card. Some
combinations of operating system, sound card, and drivers do not
support multiple users.
combinations of operating system, sound card, and drivers do not
support multiple users.
■
Verify that the agent is on a call, and is talking.
If your system is using CAD-based monitoring with SPAN port
(server-based) monitoring:
(server-based) monitoring:
■
Verify that the SPAN port on the switch has been configured
correctly. If the monitor service has been moved, or new agent IP
phones have been added, then you may need to reconfigure the
SPAN port.
correctly. If the monitor service has been moved, or new agent IP
phones have been added, then you may need to reconfigure the
SPAN port.
■
Check the Windows NT/2000 application log on the VoIP Monitor
service for errors.
service for errors.
If your system is using CAD-based monitoring with desktop
(agent-based) monitoring:
(agent-based) monitoring:
■
Verify that the PC is connected to the phone in the 10/100 SW port.
■
Verify that the agent’s PC is connected to the same IP phone that
the agent is logged into.
the agent is logged into.
■
Verify that the agent’s PC uses a NIC that is fully NDIS-compliant
(for a procedure to test if a NIC is NDIS-compliant, see
(for a procedure to test if a NIC is NDIS-compliant, see
http://www.cisco.com/en/US/customer/products/sw/custcosw/p
s427/prod_tech_notes_list.html)
s427/prod_tech_notes_list.html)
.
■
Desktop monitoring does not function with some NICs. The Intel
PRO/100 and PRO/1000 NIC series are unable to detect both voice
packets and data packets in a multiple VLAN environment, which
prevents desktop monitoring from functioning properly. These NICs
do not fully support NDIS Promiscuous Mode settings.
PRO/100 and PRO/1000 NIC series are unable to detect both voice
packets and data packets in a multiple VLAN environment, which
prevents desktop monitoring from functioning properly. These NICs
do not fully support NDIS Promiscuous Mode settings.
If your system is using CAD-based monitoring or Unified CM-based
monitoring, a workaround solution is available from the Intel Technical
Support website (Solution ID: CS-005897). Other solutions include:
monitoring, a workaround solution is available from the Intel Technical
Support website (Solution ID: CS-005897). Other solutions include:
■
Using another type of NIC that is fully NDIS-compliant.
■
Monitoring agents via a VoIP Monitor service.