This document describes how to troubleshoot the issue in Cisco Unified
Contact Center Express (UCCX) 7.x/8.x when silent monitoring does not
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.
Technical Tips Conventions for more information on document
Silent monitoring does not work in UCCX 8.x.
Verify that all configuration details associated with
recording/monitoring are checked.
Complete these steps:
Make sure that the Agent/Supervisor phones have SPAN TO PC
PORT set to enabled.
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.
The agents extension should be Unique on Call Manager, as the lines
that are going to be monitored or recorded cannot be shared
Make sure that Windows Firewall is disabled on the Agent/Supervisor
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.
The phone should be a daisy chain. For example, PC
> IP Phone > Network.
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
On the UCCX server, complete these steps:
From the Navigation bar, choose Cisco Desktop
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
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 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.
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.
This issue is documented by Cisco bug ID
(registered customers only)
. Remove the shared lines from the agent
IP phone in order to resolve this issue.