Руководство По Устранению Ошибки для Cisco Cisco Agent Desktop 8.5

Cisco CAD Troubleshooting Guide

116

April 3, 2014

The workaround described in CS-005897 may not work for some of the 
newer Intel PRO/100 and Intel PRO/1000 cards and drivers.

For example, with the Intel PRO/1000 MT network adapter with driver 
version 8.8.1.0 dated 12/13/2006, the workaround described in 
CS-005897 does not apply. Instead, each agent desktop must add the 
VLAN ID of the IP phone that the PC is directly connected to. This is 
done in the VLANs tab of the Intel PRO/1000 MT network connection 
properties page.

The VLAN ID of the IP phone can typically be obtained from the Network 
Configuration screen on the phone. See the documentation specific to 
your version of Unified CM and model of IP phone, or your network 
administrator for more information.

Problem

The supervisor clicks a recording in Supervisor Log Viewer, but it does 
not play.

Solution

For troubleshooting information about VoIP monitoring and recording, 
see Configuring and Troubleshooting VoIP Monitoring

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor selects an agent's call, but the Start Voice Monitor button is 
disabled.

Solution

Check the following:

■

The supervisor is logged into Agent Desktop.

■

The supervisor's agent state is Not Ready.

■

The call to be monitored is not on hold.

■

The agent being monitored is not a mobile agent.

■

The Chat service is running.

■

The supervisor is not monitoring another call.

■

The supervisor is selecting a call to monitor, not an agent. If the 
Start Voice Monitor button is enabled when the supervisor selects 
an agent, CAD-based monitoring is being used.

■

The supervisor is not already on a call.