Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
88
November 2013
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Built-in-Bridge (BiB) or Dual Media Streaming (DMS) is enabled on the agent’s
phone. BiB and DMS are not supported in CAD before version 8.5(1). These
features should be disabled in Unified CM.
phone. BiB and DMS are not supported in CAD before version 8.5(1). These
features should be disabled in Unified CM.
Portions of an audio call are missing
Problem.
Large sections of a call’s audio are missing. Usually the missing section is at
the beginning of the call or at the end of the call. In some cases, it sounds like the call
recording stops somewhere in the middle of the call and never resumes.
recording stops somewhere in the middle of the call and never resumes.
Cause.
For gaps at the beginning of calls, the problem is commonly due to slow
reception of call control events. Anything that causes a delay in Recording Solution
receiving CTI events will cause delays in when the audio packets start getting
captured and written to the raw files. Network congestion, or high CPU usage on the
Recording Solution CTI service or Recording service, or on the Unified CM CTI Manager
server might cause this issue. To fix the issue, the server/switch experiencing these
lack-of-resource problems must be found and the issue fixed there.
receiving CTI events will cause delays in when the audio packets start getting
captured and written to the raw files. Network congestion, or high CPU usage on the
Recording Solution CTI service or Recording service, or on the Unified CM CTI Manager
server might cause this issue. To fix the issue, the server/switch experiencing these
lack-of-resource problems must be found and the issue fixed there.
Another reason for gaps or missing audio at the end of the call is due to failover
processing. The Unified CM and Recording Solution are able to deal with servers and
processes that fail. Usually a failure in one component will cause a backup service to
take over those duties and attempt to recreate the call states prior to the failure. This
process does take some time. In many cases, this will only cause a short period where
audio is not heard during that part of the call when the service failed. In other cases,
the call recording is stopped at the point of failure and the remainder of the call is not
captured. Usually, the next call will be recorded normally after the backup service has
come up.
processing. The Unified CM and Recording Solution are able to deal with servers and
processes that fail. Usually a failure in one component will cause a backup service to
take over those duties and attempt to recreate the call states prior to the failure. This
process does take some time. In many cases, this will only cause a short period where
audio is not heard during that part of the call when the service failed. In other cases,
the call recording is stopped at the point of failure and the remainder of the call is not
captured. Usually, the next call will be recorded normally after the backup service has
come up.
In the case where the remainder of the call is lost after a failure, this is due to the CTI
signaling required for Recording Solution to work properly. Fundamentally, if Recording
Solution loses CTI connectivity, it can no longer be sure that it will receive a CTI
message when the call ends. If the call ends while the failover to the backup service is
occurring, Recording Solution will never get an end call event and continues to write
data to the raw file until stopped or the system is shut down. Rather than do this, the
call recording is stopped if the CTI connection goes down.
signaling required for Recording Solution to work properly. Fundamentally, if Recording
Solution loses CTI connectivity, it can no longer be sure that it will receive a CTI
message when the call ends. If the call ends while the failover to the backup service is
occurring, Recording Solution will never get an end call event and continues to write
data to the raw file until stopped or the system is shut down. Rather than do this, the
call recording is stopped if the CTI connection goes down.
In these cases, the number of affected calls is small. Once the failover occurs, all
subsequent calls are recorded normally. Also, the incidence of CTI server failures are
very rare, so this issue is not very common.
subsequent calls are recorded normally. Also, the incidence of CTI server failures are
very rare, so this issue is not very common.