Cisco Cisco Agent Desktop 8.5 Referências técnicas

Troubleshooting

November 26, 2013

77

13

CAD Agent 
Desktop

• Is CAD installed correctly?
• Is an unsupported soft phone being used?
• Is unsupported VPN software being used?
• Is the software reporting any errors?
• Is the desktop monitoring subsystem active and 

functioning?

• Are there available CPU resources?
• Are the monitoring and recording features shown as “in 

service”?

• Does the agent have an active call?
• Is the SPCD/QMPD driver loaded and running?
• Are packets being captured from the NIC?

14

Recording 
service

• Is the service installed correctly?
• Is the service active?
• Is the disk full?
• Do the recording files exist?
• Is the server behind a firewall or router?

15

Monitor 
service

• Is the service3 installed correctly?
• Is the service active?
• Does the service have connectivity with other 

components and the required database?

• Are there available CPU resources?
• Are any errors being reported in the log files?
• Is the SPCD/QMPD driver loaded and running?
• Are packets being captured from the NIC?
• Is the server behind a firewall or router?

16

Software 
configuration

• Is the agent configured correctly?
• Are the agent and device configured for the correct 

method of packet capture?

• Are all the associations between agent, device, monitor 

service, and recording service correct?

Table 9. 

Possible causes of failure in monitoring/recording

No.

Component

Issue