Cisco Cisco Agent Desktop 10.5 Guide D’Installation Rapide
Troubleshooting
November 2013
79
2
Speakers or
headphones
headphones
• Are they broken?
• Do they have power?
• Are they plugged into the computer correctly?
• Are they turned on?
• Is the volume turned up?
• Do they have power?
• Are they plugged into the computer correctly?
• Are they turned on?
• Is the volume turned up?
3
CAD
supervisor
workstation
supervisor
workstation
• Is Cisco Supervisor Desktop running correctly?
• Any errors reported?
• Is the call still active?
• Are the callers speaking?
• Is live monitoring or recording shown as “in service”?
• Is the PC hung?
• Is the network cable plugged in?
• Is the network cable good?
• Is there network connectivity?
• Is there available bandwidth on the network connection?
• Is the CPU usage too high due to excessive debugging or
• Any errors reported?
• Is the call still active?
• Are the callers speaking?
• Is live monitoring or recording shown as “in service”?
• Is the PC hung?
• Is the network cable plugged in?
• Is the network cable good?
• Is there network connectivity?
• Is there available bandwidth on the network connection?
• Is the CPU usage too high due to excessive debugging or
another application?
4
Firewalls
• Are the correct ports in the firewall open?
• Is VPN connectivity being used with an unsupported
• Is VPN connectivity being used with an unsupported
application?
• Can other PCs ping the supervisor’s IP address?
5
LAN
• Does the LAN lack bandwidth?
• Is other traffic moving smoothly over the network?
• Is other traffic moving smoothly over the network?
6
IP phone
configuration
configuration
• Is the phone configured correctly in Unified CM?
• Is it set to send voice packets out of the second network
• Is it set to send voice packets out of the second network
port?
• Is it using a codec other than G.711, G.729, or G.722?
• Is the phone registered and active?
• Is the phone registered and active?
CAD Only:
• Is extension mobility configured, and is the agent logged
into the extension mobility service?
• Is extension mobility configured correctly?
Table 9.
Possible causes of failure in monitoring/recording
1
(cont’d)
No.
Component
Issue