Cisco Cisco Agent Desktop 8.5 Referências técnicas

Cisco Supervisor Desktop Problems

May 2007

273

Problem

When the supervisor selects an agent to begin CAD-based monitoring 
(or an agent phone call to begin Unified CM monitoring), Supervisor 
Desktop displays the speaker icon next to the call but there is no sound.

Solution

Check these things:

■

Move the volume slider all the way to the right.

■

Verify that the sound card in the PC is working properly.

■

Check to see if another application is using the sound card. Some 
combinations of operating system, sounds card, and drivers do 
not support multiple users.

■

Verify that the agent is on a call, and is talking.

■

Verify that the SPAN port on the switch has been configured 
correctly. If the monitor service has been moved, or new agent IP 
phones have been added, then you may need to reconfigure the 
SPAN port.

■

Check the Windows NT/2000 application log on the VoIP Monitor 
Service for errors. 

Problem

The supervisor cannot log into the VoIP Monitor Service, and receives 
the error “Could not access sound card”.

Solution

Cisco Supervisor Desktop was unable to find or access the system 
sound card. Make sure the sound card is working properly:

■

Click Settings > Control Panel > Sounds and try to play a sound 
*.wav. 

■

Click Settings > Control Panel > Multimedia > Audio > Playback > 
Preferred Device to make sure the correct device is selected.

Problem

The sound quality is poor, and sounds choppy like a motorboat.

Solution

Try this:

■

Adjust the Sound Buffers registry entry. Set it higher; and if that 
doesn’t work set it down to 3 and work your way up. 

■

Adjust the Jitter Buffer registry entry. It should be at least 400; try 
setting it higher. If that doesn’t work you may have to use a 
different sound card.