Cisco Cisco Agent Desktop 8.5 Referências técnicas

When the supervisor clicks on an agent to start monitoring, Supervisor 
Desktop displays the speaker icon next to the call but there is no 
sound.

Check these things:

■

Move the volume slider all the way to the right.

■

Verify that the sound card in the PC is working properly.

■

Check to see if another application is using the sound card. 
Some combinations of operating system, sounds card, and 
drivers do not support multiple users.

■

Verify that the agent is on a call, and is talking.

■

Verify that the SPAN port on the switch has been configured 
correctly. IF the monitor service has been moved, or new agent 
IP phones have been added, then you may need to reconfigure 
the SPAN port.

■

Check the Windows NT/2000 application log on the Voice-Over 
IP Monitor service for errors. 

The supervisor cannot log into the Voice-Over IP Monitor service, and 
receives the error “Could not access sound card”.

The Voice-Over IP Monitor service was unable to find or access the 
system sound card. Make sure the sound card is working properly:

■

Click Settings > Control Panel > Sounds and try to play a 
sound .wav. 

■

Click Settings > Control Panel > Multimedia > Audio > 
Playback > Preferred Device to make sure the correct device is 
selected.

The sound quality is poor, and sounds choppy like a motorboat.

Try this:

■

Adjust the Sound Buffers registry entry. Set it higher; and if that 
doesn’t work set it down to 3 and work your way up.