Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida

Troubleshooting

November 2013

81

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 

this NIC work properly?

• Is the phone properly connected to this NIC?
• Is there more than one NIC on the PC?

12

Registry 
entries

• Is the Cisco software installed correctly?
• Is the monitor device name in the registry correct for the 

NIC that is connected to the phone?

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” (CAD only)?

• 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?

Table 9. 

Possible causes of failure in monitoring/recording

1

 (cont’d)

No.

Component

Issue