Cisco Cisco Agent Desktop 8.5 Referências técnicas

The supervisor is viewing a blind conference call, but cannot see all 
parties on the call.

In CAD, a blind conference is defined as adding an alerting party to a 
conference. All parties on a blind conference call may not show up in 
either Supervisor Desktop or Agent Desktop. This is a limitation of the 
Cisco CTI server software.

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, sound card, and drivers 
do not support multiple users.

■

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

If using SPAN port (server-based) monitoring:

■

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.

If using desktop (agent-based) monitoring:

■

Verify that the PC is connected to the phone in the 10/100 SW 
port.

■

Verify that the agent’s PC is connected to the same IP phone 
that the agent is logged into.

■

Verify that the agent’s PC uses a NIC card that is fully 
NDIS-compliant (for a procedure to test if a NIC card is 
NDIS-compliant, see www.cisco.com/en/US/customer/
products/sw/custcosw/ps427/prod_tech_notes_list.html).