Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

100

March 2012

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor selects an agent's call, but the Start Voice Monitor button is 
disabled.

Solution

Check the following:

■

The supervisor is logged into Agent Desktop.

■

The supervisor's agent state is Not Ready.

■

The call to be monitored is not on hold.

■

The agent being monitored is not a mobile agent.

■

The Chat service is running.

■

The supervisor is not monitoring another call.

■

The supervisor is selecting a call to monitor, not an agent. If the 
Start Voice Monitor button is enabled when the supervisor selects 
an agent, CAD-based monitoring is being used.

■

The supervisor is not already on a call.

For additional troubleshooting information about VoIP monitoring and 
recording, see Configuring and Troubleshooting VoIP Monitoring.

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor clicks the Start Voice Monitor button, but the monitoring call 
fails to establish. An error message appears in Supervisor Desktop and 
an Operation Failure message appears in the supervisor's Agent 
Desktop.

Solution

Causes of the problem may be one or more of the following:

■

The build-in-bridge on the agent's device is not enabled. The 
build-in-bridge can be turned on from Unified CM.

■

The Monitoring Call Search Space does not include the partition to 
which the agent's line belongs. The Monitoring Call Search Space 
can be turned on from Unified CM.

■

The monitored device doesn't support Unified CM-based silent 
monitoring. The supported models are: 7906G, 7911G, 7931G, 
7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE. IP 
Communicator is not supported.

■

The call is being monitored by another supervisor, or the supervisor 
is already monitoring another call. A supervisor cannot monitor 
multiple calls. In this situation, the error message may be "The