Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
84
November 2013
Agent not on the Live Monitoring agent list
Problem.
The supervisor wants to live monitor a specific agent, but cannot find that
agent on the list of agents available to live monitor.
Cause.
The most common cause for this is that the agent is not configured for
network recording. Live monitoring is available only when the Unified CM monitoring
and recording feature is used and properly configured for the agent’s device. In
addition, even if no calls are to be recorded for this agent, the agent still needs to be
configured for network recording in Recording Solution Administrator, and either an
archive or quality work flow must be associated with the agent via the team the agent
is assigned to, even if it is a workflow that specifies that no actual recordings be made
for this agent’s device.
and recording feature is used and properly configured for the agent’s device. In
addition, even if no calls are to be recorded for this agent, the agent still needs to be
configured for network recording in Recording Solution Administrator, and either an
archive or quality work flow must be associated with the agent via the team the agent
is assigned to, even if it is a workflow that specifies that no actual recordings be made
for this agent’s device.
Configuring the Recording Solution agent to be network recorded allows the agent to
be seen on the list of agents who can be live monitored. Associating a workflow with
the agent allows Recording Solution to get CTI events for the device associated with
the agent. Without the CTI events, the current state of the phone (idle, active, on hold)
cannot be displayed, which would not allow the agent to be selected in the list. Only
active calls can be selected.
be seen on the list of agents who can be live monitored. Associating a workflow with
the agent allows Recording Solution to get CTI events for the device associated with
the agent. Without the CTI events, the current state of the phone (idle, active, on hold)
cannot be displayed, which would not allow the agent to be selected in the list. Only
active calls can be selected.
To troubleshoot this problem, complete the following steps:
1. In Recording Solution Administrator, verify that the agent is associated with a
device.
2. Verify that the agent/device is configured for network recording.
3. Verify that the agent is part of a team and that the team is associated with a
workflow.
Error trying to live monitor an agent
Problem.
The supervisor selects an agent in the Live Monitoring agent list and clicks
the Live Monitor button, but no call is received by the supervisor and an error is
posted.
posted.
Cause.
The most common cause for this error is that the agent device is already being
live monitored by another supervisor. The Unified CM monitoring and recording
feature allows at most one live monitoring session and supervisor per call. Additional
attempts to live monitor the agent will fail.
feature allows at most one live monitoring session and supervisor per call. Additional
attempts to live monitor the agent will fail.
To troubleshoot this problem, complete the following steps:
1. Ask other supervisors if they are currently live monitoring the agent.
2. Retry live monitoring that agent later in the call or on another call.