Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida

Configuring and Troubleshooting VoIP Monitoring

80

November 2013

7

Recording 
Solution 
supervisor

• Is the correct phone extension entered for live 

monitoring?

• Is the supervisor’s phone able to be called normally by 

the agent’s phone?

• Is the agent’s call already being live monitored by 

another supervisor?

8

Recording 
Solution 
Desktop

• Is the application running properly?
• Is the correct agent selected for live monitoring?
• Is the agent on a call?
• Did the supervisor click the correct Live Monitoring 

button?

9

IP switch

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

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 

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 

SPAN/RSPAN/port monitor (for server capture)?

Table 9. 

Possible causes of failure in monitoring/recording

1

 (cont’d)

No.

Component

Issue