Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Recording, Monitoring, and Playback Problems
March 2012
101
agent's device doesn't support silent monitoring.", even if the
agent's device does support Unified CM-based monitoring.
agent's device does support Unified CM-based monitoring.
■
The monitored agent’s device has security enabled. In this case,
Unified CM rejects the monitoring request.
Unified CM rejects the monitoring request.
■
The PG user is not in the "Standard CTI Allow Call Monitor" user
group.
group.
Problem
The system is configured to use Unified CM-based monitoring. The
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confirm button to complete the
conference operation.
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confirm button to complete the
conference operation.
The first supervisor’s IP phone displays the message “To Conference”,
but the first supervisor's Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again, and
gets the error message “Supervisor has failed to start voice monitor. CTI
OS exception on start monitor. PG code 13144.”
but the first supervisor's Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again, and
gets the error message “Supervisor has failed to start voice monitor. CTI
OS exception on start monitor. PG code 13144.”
The first supervisor cannot monitor the same agent call until the
second supervisor drops the call.
second supervisor drops the call.
Problem
While a recording is in progress, the reported duration of the recording
is incorrect.
is incorrect.
Solution
While a recording is in progress, the reported duration is calculated by
taking the difference between the current time, which is determined by
the server, and the start time, which is specified by the client. If the
clocks on the client computer and the server computer are not
synchronized, the reported duration will be incorrect. The difference
between the reported duration and the correct duration can be
significant if the agent is in a different time zone from the server.
taking the difference between the current time, which is determined by
the server, and the start time, which is specified by the client. If the
clocks on the client computer and the server computer are not
synchronized, the reported duration will be incorrect. The difference
between the reported duration and the correct duration can be
significant if the agent is in a different time zone from the server.
When the recording is complete, the start time and end time are both
specified by the client, and the reported duration will be correct.
specified by the client, and the reported duration will be correct.