Cisco Cisco Agent Desktop 9.0 クイック設定ガイド
Troubleshooting
November 2013
87
Other causes of this issue include drops in audio during call control events. When a
call is put on hold, transferred, or conferenced, a series of CTI events are sent to
interested parties to process. Recording Solution sees these CTI events, and in
response to them, RTP streams are stopped, started, and recreated. This forces
Recording Solution to use different filters for capturing the correct audio traffic. It is at
these transitions, when the audio filters are being changed, that a small number of
audio packets might be missed and not written to the output files. When the raw audio
files are converted to a format that can be listened to, the missing packets are
replaced with absolute silence, resulting in the pop or click heard by the listener.
call is put on hold, transferred, or conferenced, a series of CTI events are sent to
interested parties to process. Recording Solution sees these CTI events, and in
response to them, RTP streams are stopped, started, and recreated. This forces
Recording Solution to use different filters for capturing the correct audio traffic. It is at
these transitions, when the audio filters are being changed, that a small number of
audio packets might be missed and not written to the output files. When the raw audio
files are converted to a format that can be listened to, the missing packets are
replaced with absolute silence, resulting in the pop or click heard by the listener.
In general, these pops and clicks are so short that they do not affect the resulting
audio to the extent that words cannot be heard or understood by a person listening to
the recording.
audio to the extent that words cannot be heard or understood by a person listening to
the recording.
Call recordings are poor quality
Problem.
While listening to an audio call recording, the speech is slow. This might
occur only for one party on the call, or both parties.
Cause.
Poor quality audio, where the speakers seem to be speaking slowly and there
seems to be a lot of interference in the audio signal, is most often caused by duplicate
FTP streams being captured and written to the raw audio files.
FTP streams being captured and written to the raw audio files.
A phone call consists of two RTP audio streams. Recording Solution saves each audio
stream to a raw file. There are cases where the same audio stream is captured twice,
and duplicate RTP packets are written to the same file. This can happen for server
recording if SPAN is not configured properly and we are seeing the RTP stream once
as it leaves one port and again as it enters another port that is part of the SPAN
configuration.
stream to a raw file. There are cases where the same audio stream is captured twice,
and duplicate RTP packets are written to the same file. This can happen for server
recording if SPAN is not configured properly and we are seeing the RTP stream once
as it leaves one port and again as it enters another port that is part of the SPAN
configuration.
For end point capture, duplicate streams are possible in these scenarios:
■
Both Recording Solution and CAD are on the agent’s desktop, the agent is
using a soft IP phone, CAD is configured to use desktop monitoring and
recording, and CAD is actually monitoring or recording at the same time as
Recording Solution is recording a call, and Recording Solution has not been
configured with an RTP filter (in Recording Solution Administrator on the Site
Configuration > RTP Filters page) to prevent the problem.
using a soft IP phone, CAD is configured to use desktop monitoring and
recording, and CAD is actually monitoring or recording at the same time as
Recording Solution is recording a call, and Recording Solution has not been
configured with an RTP filter (in Recording Solution Administrator on the Site
Configuration > RTP Filters page) to prevent the problem.
■
Both Recording Solution and CAD are on the agent’s desktop, the agent is
using a hard or soft IP phone, CAD is configured to use Unified CM-based
monitoring, and the agent is being live-monitored by a CAD supervisor while
Recording Solution is recording the call. There is no way to prevent duplicate
streams from being recorded in this scenario. Options are to configure the
Recording Solution agent for network capture and use the Recording Solution
Live Monitoring feature to monitor the agent, or configure CAD to use desktop
or server capture for its method of live monitoring.
using a hard or soft IP phone, CAD is configured to use Unified CM-based
monitoring, and the agent is being live-monitored by a CAD supervisor while
Recording Solution is recording the call. There is no way to prevent duplicate
streams from being recorded in this scenario. Options are to configure the
Recording Solution agent for network capture and use the Recording Solution
Live Monitoring feature to monitor the agent, or configure CAD to use desktop
or server capture for its method of live monitoring.