Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida

Configuring and Troubleshooting VoIP Monitoring

November 2013

4. Click Properties to view your sound card’s properties.

5. Click Troubleshooting and follow the instructions given in the Troubleshooter.

Verifying Registry Settings

For monitoring to work correctly in CAD and Recording Solution, there are a few
settings in the Windows registry that are required. The most important entry to look at
is the Monitor Device entry. This is the network adapter that is used to sniff voice
packets from the network.

To verify the monitoring adapter in the Windows registry:

1. The Monitor Device entry is found under the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\<product name>\Site Setup.

NOTE: The registry entry is case-sensitive. An incorrect entry will
cause VoIP monitoring to fail.

2. If the entry exists and its value appears to be valid, complete the next

procedure,

"Testing the Sniffing Adapter"

Verifying that the Correct NIC Is Being Used

If the Monitor Device entry in the registry is incorrect, the your product’s Configuration
Setup utility can be used to change it to the correct entry.

To view and modify the NIC IP address being used for sniffing:

1. In your product’s bin folder, run Postinstall.exe.

2. Navigate to the window on which the NIC IP address is entered. Consult the

Installation Guide for your product for exact information on where the IP
address must be entered.

Testing the Sniffing Adapter

If you suspect that the Monitor Device entry in the registry is incorrect, test the entry
using the SplkDump or QMDump tool.

To test the sniffing adapter:

1. Open a command window and navigate to the product’s bin folder.

2. Run the appropriate file for your product:

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For CAD: SplkDump.exe