Please go to agent's phone,
the ones that you are going to monitor and record and check these parameters:
1) Span PC port -->
should be enabled. If it is disabled, please enable it and “RESTART” the phone.
2) Advertise G722 codec
--> MUST be Disabled
3) The agents extension
should be Unique on Call Manager, the lines that are going to be monitored or
recorded can't be shared lines.
Note: You can go to
the physical phone -> Settings -> Device configuration -> Ethernet
configuration and confirm Span to PC Port says “Yes”.
1) From the Navigation bar
please Select “Cisco Desktop Administrator”
2) Then go to Services
Configuration --> Multiline, Monitoring and Recording --> VOIP Monitoring
Device
Make sure that default
"Monitor Service" is selected and "Desktop Monitoring" is
enabled for each agent
1) The phone should be daisy
chain. (Computer --- connected to--> IP Phone --
connect to ---> Network)
2) On C:\Program
Files\Cisco\Desktop\bin ---> PostInstall.exe -> This should have the
correct IP address of the NIC card that the computer is using. (If the computer
is using 2 NIC cards (Wireless and Lan), one of them should be disabled. So, if
they leave the LAN NIC enable, they should be using that IP address on
Postinstall.exe
3) Make sure that Windows
firewall is disabled (It could be blocking UDP traffic). Sometimes
antivirus could block this kind of traffic too, so disabled it and test.
1)
NIC binding should have the NIC used to
record as the first one at the Agent and Supervisor PCs.
My Network Places ->
right click -> properties -> Advanced -> Advanced settings -> the
recording NIC should be the first one at the connection field. If not, correct
it and reboot the PC.
2)
Recording Count should NOT be ZERO:
Go to Cisco Unified CCX
Administration --> System > System Parameters and set the number of the
recording count appropriately.
3)
Please go to UCCX Serviceability from
Navigation bar, go to tools --> Control Center and restart the Cisco Desktop
Voip Monitor Service. This won’t affect server’s production.
1)
Please run a NICQ test, doing this we will
see if your current NIC CARD is or not supported for Monitoring and Recording
·
Go to agent’s computer
·
Go to C:\Program Files\Cisco\Desktop\Bin and
look for NICQ.exe
·
Then make a normal call and select option 1.
You will see if the NIC works or if there is a failure. If so that means that
your NIC CARD is not supported.
As soon you have finished
the test, on the same location (C:\Program Files\Cisco\Desktop\Bin) you will
see a NICQ_output file, you can open it with notepad.
·
You should see something like this:
Please
forward me NICQ_output file.
·
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
·
Check NIC Binding
·
Check that QoS RSVP service is up and running
(Windows XP)
·
From Local area connection --> configure
--> you will see if the NIC has or not the “QoS Packet Tagging”, if it has
the option available make sure that It is “ENABLED”.
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
Regards,
MMM
