Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
76
November 26, 2013
10
IP phone
• Is the phone model supported for the type of monitoring
being done?
• Are the cables plugged in correctly?
• Is the phone powered up?
• Is the phone daisy-chained to the agent’s PC for desktop
• Is the phone powered up?
• Is the phone daisy-chained to the agent’s PC for desktop
capture?
• Is there more than one IP phone daisy-chained to the
agent’s PC?
• Is there a router between the phone and the PC?
• Is the phone muted?
• Does the handset work?
• Can the other party on the call be heard on this phone?
• Is the correct agent device being monitored?
• Is there an active call?
• Is the phone plugged into a switch port that is part of the
• Is the phone muted?
• Does the handset work?
• Can the other party on the call be heard on this phone?
• Is the correct agent device being monitored?
• Is there an active call?
• Is the phone plugged into a switch port that is part of the
SPAN/RSPAN/port monitor (for server capture)?
11
NIC
• Is the NIC installed properly?
• Are the NIC drivers installed and running?
• Are the drivers up to date?
• Is this NIC known to be supported or not supported?
• Are there additional configuration steps required to make
• Are the NIC drivers installed and running?
• Are the drivers up to date?
• Is this NIC known to be supported or not supported?
• Are there additional configuration steps required to make
this NIC work properly?
• Is the phone properly connected to this NIC?
• Is there more than one NIC on the PC?
• Is there more than one NIC on the PC?
12
Registry
entries
entries
• Is the Cisco software installed correctly?
• Is the monitor device name in the registry correct for the
• Is the monitor device name in the registry correct for the
NIC that is connected to the phone?
Table 9.
Possible causes of failure in monitoring/recording
No.
Component
Issue