This document describes the checklist for Desktop Monitoring failures,
and also provides a troubleshooting guide in the event that the implementation
of this checklist does not solve the problem in a Cisco Unified Contact Center
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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
Check for these items in order to help isolate problems and issues with
Confirm that the supervisor is able to hear other sounds on his or
her PC, such as .wav files, through the PC speakers or
Confirm that Enable Desktop Monitoring is selected
for the appropriate devices in the VoIP Monitor window (see
arrow A in Figure 1) of Desktop Administrator.
Figure 1: Cisco Desktop Administrator
Confirm that the Agent PC Network Interface Cards (NICs) are plugged
into the backs of the IP phones
If agents use IP phone models 7941, 7961, 7970, and/or 7971, be sure
to enable the Span to PC Port setting (see arrow A in
Figure 2) under the Product Specific Configuration
section in the phone configuration for Cisco CallManager Administration.
Figure 2: Phone Configuration - Span to PC
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 phone.
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 NIC
Be sure that the IP addresses of the Cisco IP Contact Center (IPCC)
Express servers (see Figure 3) appear properly in
the first window.
Figure 3: Cisco Agent Desktop Configuration Setup - Identify
the CAD Directory Services
Click OK. The Cisco Agent Desktop Configuration
Setup screen appears (see Figure 4).
Click the VoIP Network Device (see arrow A in Figure 4).
Select the proper adapter from the drop-down list (see arrow B in
Figure 4) based on the current IP address.
Note: Re-select the proper device even if it already appears correctly
in that field.
Figure 4: Cisco Agent Desktop Configuration Setup - VoIP
Click Apply, and shutdown 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 CRS server that runs the Voice over IP (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 could be an incorrect NIC binding order. In order to change the NIC
binding order, refer to the Background Information section
Engine Not Starting with Second NIC Installed.
Note: Incorrect NIC binding order can result in high CPU utilization on
the Cisco Agent desktop client PC.
Certain NICs are configured by default to strip VLAN tags, which does
not allow Desktop Monitoring to work. These NICs have published instructions
for how to manually configure them to pass VLAN tags:
Note: If your NIC is not listed here, refer to your NIC and/or PC
In order to perform VoIP Monitoring on an agent's phones, the IPCC
server needs to know the MAC address of the phones which in turn requires the
IPCC server to access the Cisco CallManager database. In order to get access to
the Cisco CallManager database, the IPCC server uses the CCMService account as
the credential. There is a CCMService account on the Cisco CallManager and
there is a CCMService account on the IPCC server. The password for this service
should be the same for both servers. If not, the Cisco Desktop Administrator
receives the unable to connect to odbc client on
PC error message while the administrator tries to view the VoIP
Monitor configuration. In order to synchronize the CCMService password on both
servers, you need to use the AdminUtility on the Cisco
CallManager server and the Customer Response Solutions
AdminUtility on the IPCC server. You cannot use Windows user
management to reset the password (because the password is encrypted).
If you receive the error message that states
splk_pcap_open_live() failed. errorBuf = driver error: not
enough memory to allocate the kernel buffer in the Event log,
it indicates that your VoIP Monitor points to a NIC that is either disconnected
or disabled. You can fix this when you run the Post Install
Tool (PostInstall.exe) on the CRS server as mentioned
earlier in this document.
If Desktop Monitoring still does not work after the checklist is
implemented, collect and send this information:
Can any supervisor monitor any agent at this site? Describe in
Do the agent and supervisor PCs have more than one NIC enabled on
their respective PC?
Who manufactures the NICs, and what is the model and driver version
of the NICs installed in those agent and supervisor PCs?
Which Operating System (OS) is Cisco Agent Desktop and Supervisor
Desktop running on at this site?
Which IP phone model is used by the supervisors and agents at this
Choose one agent that cannot be monitored and collect this
information from his or her PC:
The output of the ipconfig /all
Export these registry keys, including all subkeys, to .txt files
but not to .reg files:
These are some other Desktop Monitoring-related links that can also be