Cisco Cisco Agent Desktop 9.0 기술 참조
Troubleshooting Procedures
November 26, 2013
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To view and modify the NIC IP address being used for sniffing:
1. Navigate to …\Program Files\Cisco\Desktop\bin, and double-click
postinstall.exe.
2. Navigate to the window on which the NIC IP address is entered. Consult the
Cisco CAD Installation Guide for exact information on where the IP address
must be entered.
must be entered.
Testing the Sniffing Adapter
If you suspect that the Monitor Device entry in the registry is incorrect, test the entry
using the SplkDump tool.
using the SplkDump tool.
To test the sniffing adapter:
1. Open a command window and navigate to the product’s bin folder.
2. Run the SplkDump.exe file.
You will be presented with a list of adapters that can be used for sniffing voice
traffic.
traffic.
3. If you see the adapter that matches the Monitor Device entry in the Registry,
select it and press Enter.
4. Let the program run for a short while and note whether any network traffic is
captured.
Testing the Desktop Monitor Library
The VoIP Monitor Test Tool is a testing application that exercises the API of the VoIP
Monitor service by acting as an agent or supervisor.
Monitor service by acting as an agent or supervisor.
You can run this tool on the machine running the VoIP Monitor service or the agent or
supervisor's desktop. This will remove some of the variables introduced by using the
full CAD package to monitor and record agent calls.
supervisor's desktop. This will remove some of the variables introduced by using the
full CAD package to monitor and record agent calls.
To test the Desktop Monitor library:
1. It is recommended that you attempt to monitor first with the test tool.
2. If you are able to monitor, but not record, this is an important piece of
information for TAC personnel to use when troubleshooting problems. For
information on using the VoIP Monitor Test Tool, refer to the Cisco CAD
Troubleshooting Guide.
information on using the VoIP Monitor Test Tool, refer to the Cisco CAD
Troubleshooting Guide.