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Cisco Unified Contact Center Express

UCCX 7.x/8.x: Troubleshoot Silent Monitoring/Recording Issues

Cisco - UCCX 7.x/8.x: Troubleshoot Silent Monitoring/Recording Issues

Document ID: 113503

Updated: Apr 27, 2012

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Introduction

This document describes how to troubleshoot the issue in Cisco Unified Contact Center Express (UCCX) 7.x/8.x when silent monitoring does not work.

Prerequisites

Requirements

  • Cisco UCCX 7.x/8.x

  • Cisco Agent Desktop (CAD)

Components Used

The information in this document is based on the Cisco Unified Contact Center Express 7.x/8.x.

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Slient Monitoring Does Not Work

Silent monitoring does not work in UCCX 8.x.

Solution

Verify that all configuration details associated with recording/monitoring are checked.

Complete these steps:

  1. Make sure that the Agent/Supervisor phones have SPAN TO PC PORT set to enabled.

  2. Make sure that the Advertise G.722 Codec option in the enterprise parameter menu of the Cisco Unified Communications Manager is set to Disabled, as UCCX Desktop Monitoring does not support the G.722 codec.

  3. The agents extension should be Unique on Call Manager, as the lines that are going to be monitored or recorded cannot be shared lines.

  4. Make sure that Windows Firewall is disabled on the Agent/Supervisor Desktops.

  5. Launch PostInstall.exe from the C:\Program Files\Cisco\Desktop\bin folder on the agent PC. This should have the correct IP address of the NIC card that the PC is using. If the PC is using two NIC cards, one of them should be disabled. Desktop monitoring does not work if teaming is enabled on the NIC cards.

    NIC binding should have the NIC used to record the first one at the Agent and Supervisor PCs. Right-click on My Network Places, select Properties > Advanced > Advanced Settings, and the recording NIC should be the first one in the Connections field. If not, move it to the first position, and reboot the PC.

  6. The phone should be a daisy chain. For example, PC > IP Phone > Network.

  7. The Recording Count must not be set to ZERO. Complete this step in order to ensure this is not the case:

    From the Cisco Unified CCX Administration page, go to System > System Parameters, and set the number of the recording count appropriately.

On the UCCX server, complete these steps:

  1. From the Navigation bar, choose Cisco Desktop Administrator.

  2. Go to Services Configuration > Multiline, Monitoring and Recording > VOIP Monitoring Device, make sure that the default Monitor Service is selected, and Desktop Monitoring is enabled for each agent.

Error: Silent Monitor session failed

In Cisco UCCX 7.x/8.x, silent monitoring from the supervisor desktop displays this error:

Silent Monitor session failed.
Cisco Supervisor Desktop is not receiving any voice from the agents IP Phone.

uccx-silent-01.gif

UCCX is unable to monitor or record an agent with shared non-ICD lines on the agent IP phone. This occurs because UCCX is not sending the RTP events to CAD when shared non-ACD lines are used.

Solution 1

This can occur if you have checked the Desktop Monitoring checkbox under the Cisco Desktop Administrator when you are using a Span Monitoring/Recording, and not a Desktop Monitoring Recording. Make sure you uncheck the Desktop Monitoring checkbox.

Solution 2

This issue is documented by Cisco bug ID CSCtr80775 (registered customers only) . Remove the shared lines from the agent IP phone in order to resolve this issue.

Related Information

Updated: Apr 27, 2012
Document ID: 113503