Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Recording, Monitoring, and Playback Problems
March 2012
99
If your system is using CAD-based monitoring with desktop
(agent-based) monitoring:
(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.
the agent is logged into.
■
Verify that the agent’s PC uses a NIC that is fully NDIS-compliant
(for a procedure to test if a NIC is NDIS-compliant, see
(for a procedure to test if a NIC is NDIS-compliant, see
http://www.cisco.com/en/US/customer/products/sw/custcosw/p
s427/prod_tech_notes_list.html)
s427/prod_tech_notes_list.html)
.
■
Desktop monitoring does not function with some NICs. The Intel
PRO/100 and PRO/1000 NIC series are unable to detect both voice
packets and data packets in a multiple VLAN environment, which
prevents desktop monitoring from functioning properly. These NICs
do not fully support NDIS Promiscuous Mode settings.
PRO/100 and PRO/1000 NIC series are unable to detect both voice
packets and data packets in a multiple VLAN environment, which
prevents desktop monitoring from functioning properly. These NICs
do not fully support NDIS Promiscuous Mode settings.
If your system is using CAD-based monitoring or Unified CM-based
monitoring, a workaround solution is available from the Intel Technical
Support website (Solution ID: CS-005897). Other solutions include:
monitoring, a workaround solution is available from the Intel Technical
Support website (Solution ID: CS-005897). Other solutions include:
■
Using another type of NIC that is fully NDIS-compliant.
■
Monitoring agents via a VoIP Monitor service.
The workaround described in CS-005897 may not work for some of the
newer Intel PRO/100 and Intel PRO/1000 cards and drivers.
newer Intel PRO/100 and Intel PRO/1000 cards and drivers.
For example, with the Intel PRO/1000 MT network adapter with driver
version 8.8.1.0 dated 12/13/2006, the workaround described in
CS-005897 does not apply. Instead, each agent desktop must add the
VLAN ID of the IP phone that the PC is directly connected to. This is
done in the VLANs tab of the Intel PRO/1000 MT network connection
properties page.
version 8.8.1.0 dated 12/13/2006, the workaround described in
CS-005897 does not apply. Instead, each agent desktop must add the
VLAN ID of the IP phone that the PC is directly connected to. This is
done in the VLANs tab of the Intel PRO/1000 MT network connection
properties page.
The VLAN ID of the IP phone can typically be obtained from the Network
Configuration screen on the phone. See the documentation specific to
your version of Unified CM and model of IP phone, or your network
administrator for more information.
Configuration screen on the phone. See the documentation specific to
your version of Unified CM and model of IP phone, or your network
administrator for more information.
Problem
The supervisor clicks a recording in Supervisor Log Viewer, but it does
not play.
not play.
Solution
For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring
see Configuring and Troubleshooting VoIP Monitoring