Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
86
November 2013
For server capture
1. Verify that the NIC supports promiscuous mode packet capturing.
2. Verify that SPAN is configured correctly on the switch to get audio traffic from
the agent’s phone.
For network capture
1. Verify the SIP trunk configuration on the Unified CM to make sure that the
agent device is properly associated with the correct SIP trunk and that the SIP
trunk is sending SIP messages to the correct Recording Solution Recording
service.
trunk is sending SIP messages to the correct Recording Solution Recording
service.
2. Verify that the agent and device are configured properly in Recording Solution
Administrator for network recording and are associated with the correct
Recording Solution Recording service that is receiving SIP messages for the
agent’s device.
Recording Solution Recording service that is receiving SIP messages for the
agent’s device.
Recordings for SPAN-configured agents are on the agent desktop
Problem.
A Recording Solution agent is configured to use SPAN (server-based)
recording, and the files are created and saved on the agent’s desktop, not in the
expected location on the recording server.
expected location on the recording server.
Cause.
This issue occurs if an agent is configured for server recording, and the
agent’s IP phone is daisy-chained to the agent’s desktop. The daisy-chained phone is
found and endpoint recording is used instead of server recording. As a result, the RAW
or SPEEX files are not found on the recording server; instead they are on the agent
desktop. Uploading and other functionality works correctly.
found and endpoint recording is used instead of server recording. As a result, the RAW
or SPEEX files are not found on the recording server; instead they are on the agent
desktop. Uploading and other functionality works correctly.
To correct this issue, connect the IP phone directly to the network and do not
daisy-chain it to the agent’s desktop.
daisy-chain it to the agent’s desktop.
Call recordings contain pops and clicks
Problem.
When reviewing an audio call recording, pops and/or clicks are heard at
various places in the recording. Speech quality is good otherwise.
Cause.
The most common cause of pops and clicks is that the Unified CM is
configured to use silence suppression for IP phone calls. In this case, when the audio
sound level goes low enough (for example, when a call participant is not speaking or
making some sort of noise, such as typing) RTP packets are not sent. This is meant to
save bandwidth. The result is that the recording will contain absolute silence during
this time. When a call participant begins speaking or making noise again, packets are
sent again. If this happens frequently enough, the resulting audio will seem to contain
pops and clicks as it goes from a normal sound level to absolute silence, then back up
when the call participant makes a noise again. These sound anomalies are normal
and Recording Solution does not do any audio data processing to prevent them.
sound level goes low enough (for example, when a call participant is not speaking or
making some sort of noise, such as typing) RTP packets are not sent. This is meant to
save bandwidth. The result is that the recording will contain absolute silence during
this time. When a call participant begins speaking or making noise again, packets are
sent again. If this happens frequently enough, the resulting audio will seem to contain
pops and clicks as it goes from a normal sound level to absolute silence, then back up
when the call participant makes a noise again. These sound anomalies are normal
and Recording Solution does not do any audio data processing to prevent them.