Cisco Cisco Computer Telephony Integration OS 8.5 發佈版本通知

If agents are using IP hardphones, they need to be left in the default 
configuration, where voice traffic is replicated on the second port.

The only supported audio codecs for Silent Monitoring are G.711 and G.729.

If you unplug a USB digital headset from the USB port during a silent 
monitoring session and then plug the headset back in, the CTI OS Desktop for 
IPCC Enterprise application may freeze. Use an analog headset if your 
environment may require unplugging the headset while monitoring an agent on a 
call.

On XP systems, the Internet Connection Firewall (ICF) needs to be disabled.

If agents use supported IP hardphones with their desktops connected to the second 
port of the phone and if the network is configured to use a VLAN for voice traffic, 
the network card and driver in the agent desktop PC need to be capable of 
capturing packets on a different VLAN in order for Silent Monitor to work. This 
restriction does not apply if the network is not configured for VLANs. 

Cisco testing has determined that several NIC cards manufactured by Intel are not 
capable of capturing packets from a different VLAN. No workaround exists for 
and the Intel 8255x-based PCI Ethernet Adapter cards. A workaround is available 
for the Intel Pro/1000 and Intel Pro/100 NIC cards; see the following Intel website 
for information:

For NIC cards from other manufacturers, there are procedures you can run to 
determine if your NIC card can capture packets on a different VLAN.

If you have Cisco CallManager installed, perform the procedure listed in the 
Cisco ICM Software CTI OS Troubleshooting Guide, Chapter 1, section 
“Silent Monitor Problems”, symptom “A Silent Monitor session failed 
message box appears because the PC cannot capture the voice packets sent 
from the phone.”. Ensure that the PC is connected to the second port of the 
hard phone when you perform this procedure.