Cisco Cisco Agent Desktop 10.5 Guide D’Installation Rapide
Configuring and Troubleshooting VoIP Monitoring
80
November 2013
7
Recording
Solution
supervisor
Solution
supervisor
• Is the correct phone extension entered for live
monitoring?
• Is the supervisor’s phone able to be called normally by
the agent’s phone?
• Is the agent’s call already being live monitored by
another supervisor?
8
Recording
Solution
Desktop
Solution
Desktop
• Is the application running properly?
• Is the correct agent selected for live monitoring?
• Is the agent on a call?
• Did the supervisor click the correct Live Monitoring
• Is the correct agent selected for live monitoring?
• Is the agent on a call?
• Did the supervisor click the correct Live Monitoring
button?
9
IP switch
• Are switch ports configured correctly?
• Is SPAN/RSPAN/port monitoring set up correctly?
• Is the switch running smoothly?
• Is SPAN/RSPAN/port monitoring set up correctly?
• Is the switch running smoothly?
10
IP phone
• Is the phone model supported for the type of monitoring
being done?
• Are the cables plugged in correctly?
• Is the phone powered up?
• Is the phone daisy-chained to the agent’s PC for desktop
• Is the phone powered up?
• Is the phone daisy-chained to the agent’s PC for desktop
capture?
• Is there more than one IP phone daisy-chained to the
agent’s PC?
• Is there a router between the phone and the PC?
• Is the phone muted?
• Does the handset work?
• Can the other party on the call be heard on this phone?
• Is the correct agent device being monitored?
• Is there an active call?
• Is the phone plugged into a switch port that is part of the
• Is the phone muted?
• Does the handset work?
• Can the other party on the call be heard on this phone?
• Is the correct agent device being monitored?
• Is there an active call?
• Is the phone plugged into a switch port that is part of the
SPAN/RSPAN/port monitor (for server capture)?
Table 9.
Possible causes of failure in monitoring/recording
1
(cont’d)
No.
Component
Issue