Cisco Cisco Agent Desktop 8.5 Referências técnicas

■

Desktop monitoring does not function with some NIC cards. The 
Intel PRO/100 and PRO/1000 NIC card series are unable to 
detect both voice packets and data packets in a multiple VLAN 
environment, which prevents desktop monitoring from 
functioning properly. These NIC cards do not fully support NDIS 
Promiscuous Mode settings.

A workaround solution is available from the Intel Technical Support 
website (Solution ID: CS-005897). Other solutions include:

■

Using another type of NIC card that is fully NDIS-compliant.

■

Monitoring agents via a VoIP Monitor service.

The supervisor clicks a recording in Supervisor Log Viewer, but it does 
not play.

Check the following:

■

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 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.