Cisco Cisco Agent Desktop 8.5 Referências técnicas

Troubleshooting

November 26, 2013

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2

Speakers or 
headphones

• Are  they  broken?
• Do  they  have  power?
• Are they plugged into the computer correctly?
• Are they turned on?
• Is the volume turned up?

3

CAD 
supervisor 
workstation

• Is Cisco Supervisor Desktop running correctly?
• Any errors reported?
• Is the call still active?
• Are the callers speaking?
• Is live monitoring or recording shown as “in service”?
• Is  the  PC  hung?
• Is the network cable plugged in?
• Is  the  network  cable  good?
• Is there network connectivity?
• Is there available bandwidth on the network connection?
• Is the CPU usage too high due to excessive debugging or 

another application?

4

Firewalls

• Are the correct ports in the firewall open?
• Is VPN connectivity being used with an unsupported 

application?

• Can other PCs ping the supervisor’s IP address?

5

LAN

• Does the LAN lack bandwidth?
• Is other traffic moving smoothly over the network?

6

IP phone 
configuration

• Is the phone configured correctly in Unified CM?
• Is it set to send voice packets out of the second network 

port?

• Is it using a codec other than G.711, G.729, or G.722?
• Is the phone registered and active?
• Is extension mobility configured, and is the agent logged 

into the extension mobility service?

• Is extension mobility configured correctly?

9

IP switch

• Are switch ports configured correctly?
• Is SPAN/RSPAN/port monitoring set up correctly?
• Is the switch running smoothly?

Table 9. 

Possible causes of failure in monitoring/recording

No.

Component

Issue