Cisco Cisco Computer Telephony Integration Option 8.5 문제 해결 가이드
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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
–
The agent is logged in to a device other than the hard phone to which
his/her PC is connected.
his/her PC is connected.
–
The PC cannot capture the voice packets sent from the phone (see next
symptom).
symptom).
Symptom
A Silent Monitor session failed message box appears because the PC
cannot capture the voice packets sent from the phone. (See also previous
symptom.)
symptom.)
Possible Cause
If agents use supported IP hardphones with their desktops
connected to the second port of the phone and if the network is configured to
use a VLAN for voice traffic, the network card and driver in the agent desktop
PC need to be capable of capturing packets on a different VLAN in order for
Silent Monitor to work. This restriction does not apply if the network is not
configured for VLANs.
use a VLAN for voice traffic, the network card and driver in the agent desktop
PC need to be capable of capturing packets on a different VLAN in order for
Silent Monitor to work. This restriction does not apply if the network is not
configured for VLANs.
As a first step, Cisco recommends to use a Public domain network analyzer
called Ethereal to verify if voice packets can be captured.
called Ethereal to verify if voice packets can be captured.
1.
http://www.ethereal.com/download.html
and
install it on the agent’s machine.
2.
Make sure WinPcap is installed on the agent’s machine via
Start->Control Panel->Add remove programs. WinPcap should be on
the list. If not, run WinPcap_3_0_nogui.exe from the CTIOS CD (located
at ctios\Installs\CTIOSClient) to install it or download WinPcap from
Start->Control Panel->Add remove programs. WinPcap should be on
the list. If not, run WinPcap_3_0_nogui.exe from the CTIOS CD (located
at ctios\Installs\CTIOSClient) to install it or download WinPcap from
. Reboot to make sure WinPcap will function
properly.
3.
Run Ethereal: Select Capture->Start->OK
4.
Make a voice call from or to the agent’s phone (there is no need to be
logged on to CTIOS right now) and insure that UDP packets are captured
at roughly 100 packets/second.
logged on to CTIOS right now) and insure that UDP packets are captured
at roughly 100 packets/second.
5.
If no packets are captured, click stop, then Capture -> Start again, but
this time select an different Adapter from the “Interface” drop down list
(if available).
this time select an different Adapter from the “Interface” drop down list
(if available).
If Ethereal cannot capture packets, neither can CTI OS. Possible reasons: