Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD Service Information
238
May 2007
Problem
When trying to view agent state or call logs, no data is presented.
Solution
The agent may not have received a call, or logged in for that particular
day. The agent’s or supervisor’s PC’s clock may not be in the correct
time zone.
day. The agent’s or supervisor’s PC’s clock may not be in the correct
time zone.
NOTE: All state and call times are based on server time.
Problem
The Recording & Playback Service is not recording the audio file.
Solution
Check the following:
■
If SPAN-based monitoring/recording is being used, make sure
that a SPAN port has been created on the switch for the PC’s
network port where the VoIP Monitor Service is connected.
that a SPAN port has been created on the switch for the PC’s
network port where the VoIP Monitor Service is connected.
■
Make sure that the Recording & Playback Service has permission
to write to the AudioFiles directory.
to write to the AudioFiles directory.
■
If the audio files are saved on a drive using the FAT32 file system,
there is a limitation of 21,844 objects in the folder. If the folder
has reached this limit, delete unused audio files, or convert the
drive to the NTSF file system.
there is a limitation of 21,844 objects in the folder. If the folder
has reached this limit, delete unused audio files, or convert the
drive to the NTSF file system.
To check the user of the service, open the Control Panel. Double-click
Administrative Tools and then Services.
Administrative Tools and then Services.
Search for the service named Cisco Desktop Recording & Playback
Service and click the Startup button. Account should be selected and a
domain account given along with the password.
Service and click the Startup button. Account should be selected and a
domain account given along with the password.
Problem
When monitoring an agent’s customer contact, nothing can be heard,
and after 15 seconds, an error message is received that no packets are
being received. Attempting to record an agent’s customer contact
results in an empty recording. The agent’s desktop is monitored using
desktop monitoring.
and after 15 seconds, an error message is received that no packets are
being received. Attempting to record an agent’s customer contact
results in an empty recording. The agent’s desktop is monitored using
desktop monitoring.
Solution
The following device settings are required for desktop monitoring to
function correctly with CAD. The settings are configured with the Cisco
Unified Communications Manager (Unified CM) Administration
application.
function correctly with CAD. The settings are configured with the Cisco
Unified Communications Manager (Unified CM) Administration
application.