Cisco Cisco Agent Desktop 8.5 Guide De Dépannage
Recording, Monitoring, and Playback Problems
April 3, 2014
117
For additional troubleshooting information about VoIP monitoring and
recording, see Configuring and Troubleshooting VoIP Monitoring.
recording, see Configuring and Troubleshooting VoIP Monitoring.
Problem
The system is configured to use Unified CM-based monitoring. The
supervisor clicks the Start Voice Monitor button, but the monitoring call
fails to establish. An error message appears in Supervisor Desktop and
an Operation Failure message appears in the supervisor's Agent
Desktop.
supervisor clicks the Start Voice Monitor button, but the monitoring call
fails to establish. An error message appears in Supervisor Desktop and
an Operation Failure message appears in the supervisor's Agent
Desktop.
Solution
Causes of the problem may be one or more of the following:
■
The build-in-bridge on the agent's device is not enabled. The
build-in-bridge can be turned on from Unified CM.
build-in-bridge can be turned on from Unified CM.
■
The Monitoring Call Search Space does not include the partition to
which the agent's line belongs. The Monitoring Call Search Space
can be turned on from Unified CM.
which the agent's line belongs. The Monitoring Call Search Space
can be turned on from Unified CM.
■
The monitored device doesn't support Unified CM-based silent
monitoring. The supported models are: 7906G, 7911G, 7931G,
7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE. IP
Communicator is not supported.
monitoring. The supported models are: 7906G, 7911G, 7931G,
7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE. IP
Communicator is not supported.
■
The call is being monitored by another supervisor, or the supervisor
is already monitoring another call. A supervisor cannot monitor
multiple calls. In this situation, the error message may be “The
agent's device doesn’t support silent monitoring.”, even if the
agent's device does support Unified CM-based monitoring.
is already monitoring another call. A supervisor cannot monitor
multiple calls. In this situation, the error message may be “The
agent's device doesn’t support silent monitoring.”, even if the
agent's device does support Unified CM-based monitoring.
■
The monitored agent’s device has security enabled. In this case,
Unified CM rejects the monitoring request.
Unified CM rejects the monitoring request.
■
The PG user is not in the “Standard CTI Allow Call Monitor” user
group.
group.
Problem
The system is configured to use Unified CM-based monitoring. The
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confirm button to complete the
conference operation.
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confirm button to complete the
conference operation.
The first supervisor’s IP phone displays the message “To Conference”,
but the first supervisor’s Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
but the first supervisor’s Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.