Cisco Cisco Computer Telephony Integration Option 8.5 문제 해결 가이드
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
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The Phone is not sending the packets because the PC port is deactivated
(check Network settings on the phone, note, in this case the system is off
the network). Also, future CallManager versions might support a setting
on the phone configuration page to enable/disable voice packets on the
PC port of the phone.
(check Network settings on the phone, note, in this case the system is off
the network). Also, future CallManager versions might support a setting
on the phone configuration page to enable/disable voice packets on the
PC port of the phone.
–
The specific NIC card in the PC has problems accessing voice packets.
Check NIC card properties and configuration. Some NIC cards require
special configuration to capture packets off a different VLAN. If
possible, try another NIC card (or system) to verify this is the case.
Check NIC card properties and configuration. Some NIC cards require
special configuration to capture packets off a different VLAN. If
possible, try another NIC card (or system) to verify this is the case.
Symptom
After just installing CTI OS Server Release 5.1 or later, CTI OS Agent
Desktop, and CTI OS Supervisor Desktop for IPCC Enterprise (both with the
Silent Monitor option), Silent Monitor does not work.
Silent Monitor option), Silent Monitor does not work.
Possible Cause
Make sure that the agent that is being monitored has the agent
desktop system plugged into the back of the hardphone. In a duplex CTI OS
environment, make sure that the CTI OS servers are configured as peers during
the CTI OS server install. In a lab environment try temporarily shutting down
one CTI OS server and try again. If it still does not work, please read the other
symptom discussions in this section.
environment, make sure that the CTI OS servers are configured as peers during
the CTI OS server install. In a lab environment try temporarily shutting down
one CTI OS server and try again. If it still does not work, please read the other
symptom discussions in this section.
Symptom
The Silent Monitor Button is not enabled on the CTI OS Supervisor
Desktop for IPCC Enterprise.
Possible Cause
Possible reasons:
–
When the Client was installed, the Silent Monitor option was not
checked. Please reinstall and check the Silent Monitor option
checked. Please reinstall and check the Silent Monitor option
–
The supervisor is logged on to a connection profile (See section about
connection profiles in the Systems manager guide) has the registry key
“IPCCSilentMonitorEnabled” set to 0 (1 means enabled and is the
default) – either change this key or use a different connection profile
connection profiles in the Systems manager guide) has the registry key
“IPCCSilentMonitorEnabled” set to 0 (1 means enabled and is the
default) – either change this key or use a different connection profile
–
The agent currently selected in the Real-Time grid is not logged on
–
The CTI OS Server this client is currently connected to does not support
Silent Monitor (i.e., it is a release prior to Release 5.1)
Silent Monitor (i.e., it is a release prior to Release 5.1)
–
The supervisor is not logged on