This document describes possible causes of sound distortion during
playback or record, on agent calls.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
From the Supervisor desktop, when the silent monitor and record feature
of an agent is activated, there is no sound or the sound can be distorted on
either the monitor or record portion of the call.
If the silent monitor and record worked previously, review these steps
to isolate and resolve these issues:
Verify that the Supervisor monitors one agent at a time. You can,
however, record several agents at one time.
If the Supervisor log is open on the Desktop, they cannot monitor or
record a call.
In order to monitor voice conversations on the network, the Voice
over IP (VoIP) Monitor Server must be connected to a port on the Cisco Catalyst
switch that has been configured for port monitoring.
This port must receive all voice traffic for the call center through
the switched port analyzer (SPAN) port. All phones must be attached to this
Note: There are some restrictions for the Cisco Catalyst switch when you
use the SPAN port. Refer to
SPAN (Cisco Catalyst 5000 Series Switches) for additional
If you make the digitized voice conversation available for review,
you can use the network analyzer to monitor the voice packets on the SPAN port
of the Cisco Catalyst switch. If you see duplicate packets in the process of
Silent Monitoring, it is an indication that you see the voice packet twice. In
order to resolve this issue, verify that you only monitor one side of the
entire voice VLAN on the Cisco Catalyst switch. One side means inbound (RX) or
outbound (TX) packets only.
If the VoIP server has multiple network interface cards (NICs),
ensure that the Cisco Catalyst switch is correctly identified with the IP
address that is supposed to receive the packets.
In the Microsoft Windows NT profile, verify that you have access to
the share drive on the file server where the .wav files are
Verify that the .wav file does not have a file size of 1 KB, which
indicates a 0 size file or no data recorded. The naming convention of the .wav
file contains the recording date (YYYYMMDD), the recording time (HHMMSS),
and the user type (N user).
You can also use the media player utility to determine if the sound
card in the supervisor PC is defective.
When the supervisor tries to silent monitor the agent, the agent
receives this popup message:
You are being monitored by supervisor
In order to resolve this issue, open the Cisco Desktop Administrator
and click Desktop Configuration. Go to the
Monitoring menu at the top as shown in this diagram:
Uncheck the Notify Monitoring. This stops the
notification from being displayed.
Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD) services
show this error message: Both Recording & Monitoring in
Restart the Desktop Recording and VoIP monitor services to resolve this
The problem is not being able to monitor and record voice on Cisco
Agent Desktop for some agent.
Note: The Intel(R) 82567 LM-3 GigaNet connection is the Network Interface
Card (NIC) that works with Cisco Desktop Recording.
Complete these steps to ensure and verify all configuration details
that are associated to recording/monitoring are checked:
Check this list of parameters and settings to be met for the
recording to work:
Agent/Supervisor phones should be associated to their
Agent/Supervisor phones should be connected to their
Agent/Supervisor phones should have SPAN TO PC PORT enabled at
Agent/Supervisor workstations must have a NIC that supports
Agent/Supervisor phones are associated with the RmJtapi
Perform this procedure in order to confirm that the Cisco Agent
Desktop registry is configured for the proper NICs:
Run the ipconfig /all command on the agent PC in
order to determine the current IP address for the NIC plugged into the IP
Launch PostInstall.exe from the
C:\Program Files\Cisco\Desktop\bin folder on the agent PC.
Note: Desktop monitoring does not work if teaming is enabled on the
Make sure the IP addresses of the Cisco IP Contact Center (IPCC)
Express servers appear properly in the first window.
Click OK. The Cisco Agent Desktop Configuration
Setup screen appears.
Click the VoIP Network Device
Select the proper adapter from the drop-down list based on the
current IP address.
Click Apply, and shut down the window.
Note: The NIC does not have to be configured with a static IP
address. The IP address appears in the PostInstall tool simply as a reference
in order to make it easier to identify the proper adapter.
If the verified values are not correct, then rectify it and reboot
If the CRS server that runs the VoIP monitor has two NICs
installed, the NIC for normal CRS traffic should be on the top of the TCP/IP
bind order and the NIC for VoIP monitor traffic should be bound to TCP/IP
behind the other NIC. If you experience a CRA engine start failure, the root
cause might be an incorrect NIC binding order.
The Recording Count must not be set to ZERO. Complete this
From the Cisco Unified CCX Administration page, navigate to
System > System Parameters and set the number of the
recording count appropriately.
CUCM 5.x and later have an Advertise G.722 Codec
option in the enterprise parameter menu. Make sure you have disabled it. This
is because UCCX Desktop Monitoring does not support G.722
Make sure that monitoring does not receive any error and works
Make sure that Windows Firewall is disabled on
the Agent/Supervisor Desktops.