Cisco Cisco Agent Desktop 8.5 Referências técnicas

Cisco CAD VoIP Monitoring and Recording Guide

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November 26, 2013

Troubleshooting Procedures

This section describes the following procedures.

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For additional procedures for more specific issues, refer to the Cisco CAD 
Troubleshooting Guide.

Verifying Sound Card Functionality

A simple way to verify that your sound card is working is to play a sound file outside of 
CAD. 

Verifying Registry Settings

For monitoring to work correctly in CAD, there are a few settings in the Windows 
registry that are required. The most important entry to look at is the Monitor Device 
entry. This is the network adapter that is used to sniff voice packets from the network.

1. The Monitor Device entry is found under the following registry key: 

HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\<product name>\Site Setup.

NOTE:  The registry entry is case-sensitive. An incorrect entry will 
cause VoIP monitoring to fail.

2. If the entry exists and its value appears to be valid, complete the next 

procedure, 

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Verifying that the Correct NIC is Being Used

If the Monitor Device entry in the registry is incorrect, then your product’s 
Configuration Setup utility can be used to change it to the correct entry.