Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
96
March 2012
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PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not
enabled, no voice streams will be seen by the desktop if the
desktop is not a member of the same VLAN as the phone.
enabled, no voice streams will be seen by the desktop if the
desktop is not a member of the same VLAN as the phone.
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Span to PC Port—Enabled. If the Span to PC Port is not enabled, the
voice streams seen by the phone will not be seen by the desktop
monitor module.
voice streams seen by the phone will not be seen by the desktop
monitor module.
In the Device Information section of the Device Configuration screen,
configure this setting as follows:
configure this setting as follows:
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Device Security Mode—Non-Secure or Authenticated. If the Device
Security Mode is set to Encrypted, the voice streams can be seen
but will not be converted correctly, causing the speech to be
garbled.
Security Mode is set to Encrypted, the voice streams can be seen
but will not be converted correctly, causing the speech to be
garbled.
You must also configure the agent phones to use the G.711 or G.729
codecs. Other codecs, such as G.722, are not supported for silent
monitoring and recording.
codecs. Other codecs, such as G.722, are not supported for silent
monitoring and recording.
Problem
The CPU usage on the VoIP Monitor service PC has gone to 99%, and
the PC has locked up.
the PC has locked up.
Solution
This can happen when you disable the sniffing adapter through the
Windows Network and Dialup Connections window while the VoIP
Monitor service is running. Re-enabling the sniffer adapter while the
VoIP Monitor service is running will not solve the problem. You must
stop the VoIP Monitor service, re-enable the sniffer adapter, and then
restart the VoIP Monitor service to restore normal functionality.
Windows Network and Dialup Connections window while the VoIP
Monitor service is running. Re-enabling the sniffer adapter while the
VoIP Monitor service is running will not solve the problem. You must
stop the VoIP Monitor service, re-enable the sniffer adapter, and then
restart the VoIP Monitor service to restore normal functionality.
Problem
The message, “At least one or more errors occurred during
synchronization” appeared when the administrator performed
synchronization in Desktop Administrator.
synchronization” appeared when the administrator performed
synchronization in Desktop Administrator.
Solution
Check the Sync service log file. If the logged error points to Unified ICM
database ODBC connection failure, then make sure that:
database ODBC connection failure, then make sure that:
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The user account that the Sync service is running has privileges to
open a Name Pipe connection (if Named Pipes are being used).
open a Name Pipe connection (if Named Pipes are being used).
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If the logged error was “…could not prepare SQL statement” then
verify that the following LDAP key for Unified ICM has a value: LCC;
Servers; SvrType = Switch CTI Server; appName = Setup; sectName
= Server Parameters; keyName = PeriphID.
verify that the following LDAP key for Unified ICM has a value: LCC;
Servers; SvrType = Switch CTI Server; appName = Setup; sectName
= Server Parameters; keyName = PeriphID.