Cisco Cisco Agent Desktop 8.5 トラブルシューティングガイド
Cisco CAD Troubleshooting Guide
100
March 2012
Problem
The system is configured to use Unified CM-based monitoring. The
supervisor selects an agent's call, but the Start Voice Monitor button is
disabled.
supervisor selects an agent's call, but the Start Voice Monitor button is
disabled.
Solution
Check the following:
■
The supervisor is logged into Agent Desktop.
■
The supervisor's agent state is Not Ready.
■
The call to be monitored is not on hold.
■
The agent being monitored is not a mobile agent.
■
The Chat service is running.
■
The supervisor is not monitoring another call.
■
The supervisor is selecting a call to monitor, not an agent. If the
Start Voice Monitor button is enabled when the supervisor selects
an agent, CAD-based monitoring is being used.
Start Voice Monitor button is enabled when the supervisor selects
an agent, CAD-based monitoring is being used.
■
The supervisor is not already on a call.
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
is already monitoring another call. A supervisor cannot monitor
multiple calls. In this situation, the error message may be "The