Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida

Troubleshooting

November 2013

83

If you are experiencing an issue that is related to live monitoring and recording, 
choose the issue listed in the table that is most similar to your issue, then refer to the 
instructions on the corresponding page.

Table 10. 

Live monitoring and recording issues and their frequency 

Issue

Description

Frequency

The supervisor wants to live monitor a specific 
agent, but cannot find that agent on the list of 
agents available for live monitoring.

Common

The supervisor selects an agent in the Live 
Monitor agent list and clicks the Live Monitor 
button, but no call is received by the 
supervisor, and an error is posted.

Common

Calls for a Recording Solution agent or 
knowledge worker are not being recorded as 
expected

Common

Audio recordings contain no speech. The RAW 
file size is 1 Kb.

Common

A Recording Solution agent is configured to 
use server-based (SPAN) recording, but the 
files are being created and saved on the 
agent’s desktop.

Rare

When reviewing an audio call recording, pops 
and/or clicks are heard at various places in 
the recording. Speech quality is good 
otherwise.

Common

While listening to an audio call recording, the 
speech is slow. This might occur only for one 
party on the call, or both parties.

Rare

Large sections of a call’s audio is missing. 
Usually, the missing section is at the very 
beginning or at the end of the call. In some 
cases, it sounds like the call recording stopped 
somewhere in the middle of the call and never 
resumed.

Rare