Cisco UCCX VOIP Monitoring Issue

Hi there,
We got a customer with Cisco CUCM 8.5 and UCCX 8.5. We have configured SPAN Port VOIP Monitoring for Agent/Supervisor. When Agent is talking, the Supervisor can click on button to hear the conversation. It takes 5 or 6 seconds till we hear the agent conversation.
I hope someone got any idea why it's taking 5 or 6 seconds till we hear the actual voice.
Thanks.
Regards,
Ysana

You don't say if this is UCCX or Enterprise
Make sure your jtapi user has "Standard CTI Allow Call Monitoring" set under permissions.
If this is UCCX then it should have set that permission when it created the jtapi user, Enterprise you will need to set it
Graham

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UCCX 8 VOIP Monitor Subsystem - Out of Service

All,
Upgraded CCX 701(SR5) to CCX 8.0.2 Premium HA enabled. Both Servers were IN SERVICE. Did a Patch upgrade to UCCX 8.0.2SU1. Noticed that VOIP Monitor Subsystem on both servers showing as OUT OF SERVICE. Downgraded to CCX 8.0.2, still get this Subsystem OUT OF SERVICE.
From RTMT, it shows the following error:
%MIVR-SS_VOIPMON_SRV-3-VOIP_OPERATION_ERROR:VOIP Subsystem Operation Error: Module Name=LRMConnection.readMSG, A specific description for a trace=erroris: ,Exception=java.io.EOFException
Anyone kows how to fix this problem???
Thanks.

Hi all,
I had this same problem and similar/same versions.
Restarting Cisco DESKTOP VoIP Monitor Service (on sub - which had VoIP Monitor Service showing 'OOS') made no impact. I don't think there is any real relationship between DESKTOP VoIP monitor service and VoIP monitor service?
Anyway, restarted the same service on Pub - no change.
Tried restarting various sub services including CCX Engine - no change.
I found I had to restart publisher Cisco Unified CCX Engine, then go to sub and do the same once pub was back to all 'in service'.
I then found that my sub's 'Log Manager' under 'Cisco Unified CCX Serviceability' had gone to PARTIAL SERVICE.
I restarted 'Cisco Unified CCX Serviceability' on sub - which had to be done via CLI.
It appeared to restart no issue - but refreshing the list of services in the GUI several times - it still was in PARTIAL.
Restarted Sub appliance (bounced the server) from CLI, after reboot - all services were back up and IN SERVICE.
Thankfully I didn't have to restart my Pub - all services... IN SERVICE on pub & sub
Resolved.
PS. No calls were dropped for us.

UCCX 10.5 HA, Silent Monitoring, no devices under CDA VoIP Monitoring Device

Hi
I'm configuring Silent Monitoring, but in UCCX CDA under Settings: Services Configuration > Multiline, Monitoring & Recording > VoIP Monitoring Device, there are no devices.
Note: I have CAD agents setup with IP Phone working properly. UCCX is "IN SERVICE", Cisco Desktop VoIP Monitor Service "IN SERVICE"
UCCX 10.5.1.10000-24
Let me know if someone had the same issue.
Regards
Carlito

Hi Carlito,
you need to agregate IP Phone that you want to monitor to RmCm User (Application user), in "Device Information/Controlled devices", and save.
Let me know if this information could help you.
Regards,
Caosfox

UCCX 8.0(2) SPAN/RSPAN based VOIP Monitoring

Hi Alll,
UCCX 8.0(2) High Availability (both servers are co-located in data center, where agents and supervisors are in building across the street over fibre)
SRND for UCCX 8 describes that it supports SPAN and/or RSPAN based voip monitoring, which is a requirement for my client as they have CAD Agents running on Citrix thin client and Supervisors on Thick client PCs.
However I am struggling to find a way to achieve this solution for my client with UCCX 8.x, UCCX 7 we would not have had this problem as you can configure 2nd NIC adaptor on UCCX server to be configured as VOIP Monitoring server port/IP under PostInstall and sniff all traffic for all Agent phone devices as configured under CDA.
Desktop Monitoring is not supported for thin client environment. Customer may eventually purchase QM/WFM, but for now we urgently require the essentials of agent monitoring on UCCX.
Please has anybody successfully had this configuration described above achieved? or have any ideas?
Thank you,
Yavuz

Have you been able to get a response to this post? I am running into the exact same issue with an upgrade to UCCx 8.0. SPAN on the 2nd NIC isn't allowed, and now the customer has lost functionality.
Thanks,
Ben

VoIP Monitor in UCCX Admin

Hi,
We have made some changes in our environment such as CUCM upgrade etc and i have just come to configure two new agents in VoIP monitor and i get error reading from directory services.
We have updated the JTAPI client, rebooted the server etc and are now stumped.
Anyone got any ideas, we checked the logs and event viewers too.
/Jon

Jon,
The biggest thing I see is that your UCCX version (5.0(2)SR2 is not compatible with CUCM. We only support CUCM 6.0(1)a. You will need to downgrade your CUCM or upgrade your UCCX to be compatible. UCCX 8.0(2)SU3 and UCCX 8.5(1)SU1 are both compatible. The incompatilble nature of the CUCM to UCCX version is causing JTAPI not to be able to sync. Resolving that willl resolve your issues. Please rate helpful posts!!
Regards,
Robert W. Rogier
CSE -- TAC, UCC

Desktop Administrator - VoIP Monitor Error in UCCX 4.5(2) Server

When i run the desktop administrator and then select the VoIP Monitor under the Enterprise Data Configuration, i got this pop up message "Could not get devices from Sync Service".
Then, i click "OK" and the "Default VoIP Monitor Server" filed got dimmed.
So, i would like to know if there were any way could fixed this problem.
Thanks!
B.rgds,
Tong

Thanks for your update.
I have try your suggestion but the problem remain same.
Here are the log file content your request:
==============================================================================================================
09:34:17 05/12/2010 INFO    LC4505 SNTServiceCommon::Handler: The Windows NT service received a stop message from the Windows NT service manager.
09:34:23 05/12/2010 INFO    LC4505 SNTServiceCommon::Handler: The Windows NT service has stopped.
09:34:27 05/12/2010 INFO    LC4505 SNTServiceCommon::Initialize: The Windows NT service has started.
09:34:27 05/12/2010 INFO    VER0000 LogModuleVerInfo: : Product Version <6.2.0.19> Pri Build <6.2(1)> Special Build < > Platform <2000 Service Pack 4> Debug range <8000-8006>.
09:34:27 05/12/2010 INFO    LC0059 SplkLDAPConnectionMgr::RegWatcherThread: Waiting for registry changes.
09:34:27 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 2 is empty.
09:34:27 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 3 is empty.
09:34:27 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 4 is empty.
09:34:27 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 5 is empty.
09:34:27 05/12/2010 INFO    LC0059 LDAPConnectionMgr::EstablishConnection: Connected to LDAP server on <10.10.10.2>.
09:34:27 05/12/2010 INFO    FCSS0020 ldapInitialize: Could not connect to CM LDAP
09:34:27 05/12/2010 INFO    SS1000 DirAccessSynSvr_i::LRMThread LRM promote server to be active.
09:34:27 05/12/2010 INFO    LRM_1001 SLRMMgr::SLRMMgr(): SLRMMgr object created.
09:34:27 05/12/2010 INFO    LRM_1001 LRMThreadStartGlue(): LRM thread starting.
09:34:27 05/12/2010 INFO    LRM_1001 SLRMMgr::Initialize(): SLRMMgr object initialized.
09:34:27 05/12/2010 INFO    LRM_1001 SLRMMgr::SetLRMAvailableFlag(): LRM interface has become available.
09:34:27 05/12/2010 INFO    LRM_1001 ReacquireThreadStartGlue(): Reacquire thread starting.
09:34:27 05/12/2010 INFO    VER0000 LogModuleVerInfo: : Product Version <6.2.0.19> Pri Build <6.2(1)> Special Build < > Platform <2000 Service Pack 4> Debug range <8000-8006>.
09:34:27 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler heartbeat STOP handle is not null!
09:34:27 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler Successfully created the heartbeat thread.!
09:34:27 05/12/2010 INFO    ACMI0000 AcmiConnectionMgr::EstablishConnection: Successfully connected to server on <10.10.10.2> port <42027>.
09:34:52 05/12/2010 INFO    LC4505 SNTServiceCommon::Handler: The Windows NT service received a stop message from the Windows NT service manager.
09:34:57 05/12/2010 INFO    LC4505 SNTServiceCommon::Handler: The Windows NT service has stopped.
09:34:59 05/12/2010 INFO    LC4505 SNTServiceCommon::Initialize: The Windows NT service has started.
09:34:59 05/12/2010 INFO    VER0000 LogModuleVerInfo: : Product Version <6.2.0.19> Pri Build <6.2(1)> Special Build < > Platform <2000 Service Pack 4> Debug range <8000-8006>.
09:34:59 05/12/2010 INFO    LC0059 SplkLDAPConnectionMgr::RegWatcherThread: Waiting for registry changes.
09:34:59 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 2 is empty.
09:34:59 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 3 is empty.
09:34:59 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 4 is empty.
09:34:59 05/12/2010 INFO    LC0002 GetLDAPRegistrySettings: The LDAP host name 5 is empty.
09:34:59 05/12/2010 INFO    LC0059 LDAPConnectionMgr::EstablishConnection: Connected to LDAP server on <10.10.10.2>.
09:34:59 05/12/2010 INFO    FCSS0020 ldapInitialize: Could not connect to CM LDAP
09:34:59 05/12/2010 INFO    SS1000 DirAccessSynSvr_i::LRMThread LRM promote server to be active.
09:34:59 05/12/2010 INFO    LRM_1001 SLRMMgr::SLRMMgr(): SLRMMgr object created.
09:34:59 05/12/2010 INFO    LRM_1001 SLRMMgr::Initialize(): SLRMMgr object initialized.
09:34:59 05/12/2010 INFO    LRM_1001 ReacquireThreadStartGlue(): Reacquire thread starting.
09:34:59 05/12/2010 INFO    LRM_1001 LRMThreadStartGlue(): LRM thread starting.
09:34:59 05/12/2010 INFO    LRM_1001 SLRMMgr::SetLRMAvailableFlag(): LRM interface has become available.
09:34:59 05/12/2010 INFO    VER0000 LogModuleVerInfo: : Product Version <6.2.0.19> Pri Build <6.2(1)> Special Build < > Platform <2000 Service Pack 4> Debug range <8000-8006>.
09:34:59 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler heartbeat STOP handle is not null!
09:34:59 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler Successfully created the heartbeat thread.!
09:34:59 05/12/2010 INFO    ACMI0000 AcmiConnectionMgr::EstablishConnection: Successfully connected to server on <10.10.10.2> port <42027>.
09:44:22 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler heartbeat STOP handle is not null!
09:44:22 05/12/2010 INFO    FCCTI_1000 CAcmiBase::InitializeHeartBeatHandler Successfully created the heartbeat thread.!
09:44:22 05/12/2010 INFO    ACMI0000 AcmiConnectionMgr::EstablishConnection: Successfully connected to server on <10.10.10.2> port <42027>.
09:44:47 05/12/2010 MINOR   DA0004 GetMACList Could not get csq list, err <0>, desc<>
09:44:47 05/12/2010 MAJOR   FCSS4533 DirAccessSynSvr_i::GetMACList Could not get MAC list
==============================================================================================================
Thanks and look for your further suggestion on this issue.
B.rgds,
Tong

VOIP monitor in partial service

Hi Expert
I have installede a new uccx version 8.5.1 su2 withe the cop file.
What i found that the voip monitor subsystem is in partial service.,the system is in HA
From RTMT loggs i can found that "
3853: May 14 23:28:01.414 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-VOIP_OPERATION_ERROR:VOIP subsystem operation error: Module Name=LRMConnection.readMSG: lrmHost: 20.250.185.68 , lrmPort: 3000,A specific description for a trace= error is: ,Exception=java.io.EOFException
3854: May 14 23:28:01.414 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION:java.io.EOFException
3855: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at java.io.DataInputStream.readInt(DataInputStream.java:375)
3856: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at com.spanlink.lrm.io.CRSLRMInputStream.readINT(CRSLRMInputStream.java:211)
3857: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at com.spanlink.lrm.io.CRSLRMInputStream.readMHDR(CRSLRMInputStream.java:356)
3858: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at com.spanlink.VOIPMonitor.subsystem.LRMConnection.readMSG(LRMConnection.java:156)
3859: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at com.spanlink.VOIPMonitor.subsystem.LrmVoipManager.recovery(LrmVoipManager.java:444)
3860: May 14 23:28:01.415 GMT-1000 %MIVR-SS_VOIPMON_SRV-3-EXCEPTION: at com.spanlink.VOIPMonitor.subsystem.VoipServerHeartbeatThread.run(VoipServerHeartbeatThread.java:50)
Kindly help in resolving the issue
Regards
RC

Hi RC,
Please try upgrading it to UCCX 8.5 SU3 and check if it solves this issue.
CSCts87264 -VoIP monitor device sync has no failover function
http://www.cisco.com/web/software/280840578/90779/RN_UCCX_851_SU3.pdf
Hope it helps.
Anand
Pls rate helpful posts by clicking on the stars below the right answers !!

VoIP monitoring tools - real-world application.

We're evaluating several products for an enterprise level VoIP monitoring applications, including, but not limited to, NetScout and NetQoS.
The company is undergoing a major infrastructure upgrade and going to Cisco's UCM 7.x platform and we'd like to get something in place that will do call performance monitoring (delay and jitter and MoS scores as well as infrasctrucutre monitoring) and do it well with relatively easy to use and robust reporting tools. Reporting is a big bonus as it would be used for tshooting as well as management reportage and capacity planning (hopefully).
Anyone using NetQoS or NetScout specifically for VoIP monitoring and reporting? Pros and cons? Looking for a company with a good market footprint and active development.
NetQoS seems to have a good handle on this specific need - they can do endpoint baselining and real-time monitoring as well as traceroutes. Their reporting is pretty robust. Comments or concerns about NetQoS? Other tools that can do the same things, specifically?
Importantly, is anyone using something successfully to monitor Cisco UCM 7.x including cluster infrastrucutre and voice gateways? Both products can leverage SNMP really well, so we're looking at that.
Has anyone thought of or managed to use any sort of data capture platform of this kind to also generate meaningful CDR reporting? If so, what platform and how?
(Please, nobody just cut and paste talking points from some website - I see a lot of that happening here and there in the forums. I have all the available data I need from vendor websites, their admin guides, their marketing materials... )
thanks!

Cisco's Unified Operations Manager and Solarwinds both do an ****ok**** job at monitoring these things. Cisco has really dropped the ball on SIP monitoring at the gateway level. They are beginning to develope SNMP MIBs for call activity monitoring but are pushing people to IOS 15.0 to see it. So.... I am not sure what you are running at the gateway level; if SIP let me know what you find.

VoIP Monitoring and Management Tools

Does anyone have suggestion on VoIP monitoring and management tools for large enterprise voip infrastructure?
We are in the final phase of 8000 phone cut-over across 2 location (2clusters) and need some advice on choosing the right monitoring system.
I saw Qovia have Cisco approved monitoring tools.
Does anyone ever use this? any suggestions or advice?
Thanks in advance
Bonaldi Kresnanto

Bonaldi,
Monitoring voice quality is just one aspect of ongoing operations. It is equally (if not more) important to have the ability to remotely troubleshoot end-user problems, manage configuration changes, and perform active testing on a regular basis before users are impacted.
In addition, whenever you make changes to your IPT system (e.g. CallManager upgrades/patches, IOS upgrades, power outages) you'll definitely want the ability to verify the system is still operating as design. Using the active tests you can do this easily and in an automated fashion.
ClarusIPC Operations is the only product that addresses these needs. It is also just as valuable during the deployment as ongoing operations to help you make changes and deploy new phones with the same product you day-to-day.
I'd like to talk to you more about the product and how it can be used in your environment.
David Roberts
[email protected]

Trouble with color on Presario, No red tones on display. Not a monitor issue.

Am experiencing trouble with color on Presario, model no. CQ5500F. Purchased a couple of years ago, and trouble was present immediately. Am getting no red tones - red items appear black or sometimes blue. Was told by HP that it was a monitor issue, and let computer slide out of warranty. installed new monitor today and problem still exists. Is this merely a display adjustment of some kind? Or will I have to pay HP their $99 for a one time fix? Any suggestions appreciated.

Hello UncleBob62,
It could be the display driver that is not properly working
1. Click on the start icon
2. Right click on computer and go to properties
3. Select Device Manager
4. Expand display adapters and right click on the video card driver and uninstall
The computer screen will go blank
On the keyboard press the windows key the right arrow key twice and then the letter R.
At this point your computer is going to reboot. After the reboot Windows will install generic drivers for your video card. Do you still see a lack of red tones?
If I have helped you in any way click the Kudos button to say Thanks.
The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
- Friendship is magical.

Cisco video camera monitoring software from remote location

Hello
What is the best way to use the Cisco video camera monitoring software from remote location.
I am talking about the AVMS / SWVMS software.
I am thinking of either a vpn tunnel or Remote Desktop (Terminal Services).
I would like to use the vpn tunnel, but am afraid that the encryption/decryption of all data will drastically slow down the data throughput.
THanks,
Cliff
CCO: clifford.gormley

Hi Clifford,
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Please reply if you have any questions.

Multiple Monitor Issue

Alright, so I have a 15" Macbook Pro with the dual graphics cards (GeForce 9600M GT and GeForce 9400M GT 256 version). It's the 2.66 intel processor one. Anyway, I've been trying to figure out this dual monitor issue that I've been having for a few days now. When I'm using the 9400M card and I plug into my mini displayport everything works just fine. This includes the VGA cord, the HDMI, as well as a standard Apple monitor. Now, when I switch over to the higher end graphics card, as soon as I plug into the mini displayport my screen goes black. And that's it. I can't do anything. I have to hold the power button down until the computer turns off.
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To make matters worse, I originally came across this issue because I use Windows 7 on bootcamp and I wanted to use dual monitors within Windows. Bootcamp is only set to use the 9600M graphics card which is the one giving me all the heartache and apparently there's no way around it. If anyone has the slightest clue as to what's going on here or why it would be doing such a thing, let me know. Thanks.

Jon: Thanks for answering those questions. Run the Apple Hardware Test that you'll find on one of the DVDs that came with your MBP. If any errors are reported, go back to the Genius Bar with the error codes reported by AHT and ask to have the machine repaired.
If you have extended AppleCare protection, you have a TechTool Deluxe CD/DVD. You can also use that to test your hardware. If it reports any errors, take the exact wording and error codes from that report along with you to the GB, too.
The problem is not with your three external displays or your cables, adapters, or your MBP's mini-Displayport, because they all work fine with the 9400M. The problem isn't some wrong contact that's being made momentarily as you insert the mini-Displayport plug into the port, because it occurs even when the cable is securely connected before starting up the computer. It seems to me the problem must reside either in your 9600M GT or in its connection to the mini-displayport.

Graphics card issue or monitor issue?

Hello, i have a MacPro 2.66 w/ an ATI x1900 and a MacBookPro with th nVidia 8600
i recently purchased a 28" Hanns-g Display which i upgraded from my 20" apple cinema display, im curious if this could be a graphic issue or a monitor issue:
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tried it with the second port, same thing, it does it on all resolutions
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I tried both VGA>DVI and HDMI>DVI to the ATI on OSX but it only does it with the HDMI>DVI connection under OSX, VGA looks fine.
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im looking to getting a 30" Apple Display but not if its gonna act up like that on my macpro, none of this appeared on my ACD 20".
any suggestions or tips?
thanks!

im not experiencing scan line son my 30" ACD display under OSX or XP with my ATI, could be the monitor you are using, but if its not doing it with your MBP than.....idk
sonds strange, try another gfx card or another macpro if possible.

Mark call as callback in Cisco UCCX outbound

Hi,
I am using Cisco UCCX 10.0. I configured outbound system in uccx and calls are offering to agents.
Anybody please help how a call can be marked as callback in uccx.
Also whether i can update the result of the call; for example: I am running a campaign for credit card. Whether i can update any where that what each customer responded.
Please help

Anybody please help how a call can be marked as callback in uccx.
The agent has a Callback button in CAD while the call is connected to setup the callback. The callback window defined on the campaign will decide how much slack on either side of the desired callback time system will offer that preview call to an agent. Also, the missed call behavior defines what happens if the subsystem cannot find an agent within the window.
Also whether i can update the result of the call
The call result is set to Voice (i.e. customer responded) by default unless an agent Reclassifies the call. Again, this is a button in CAD. The Admin Guide defines what will happen for all of the other result states.
Please remember to rate helpful responses and identify helpful or correct answers.

Cisco UCCX 9.x Web Chat integration with Siebel

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I have a requirement to configure and integrate Cisco UCCX 9.x Web chat with Siebel. Do anyone have any good documentation/guides on configuring Web chat on UCCX aswell as integrating it with Siebel?
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KMS

Hi,
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After the chat is complete,can we send the chat history to the customers email id.
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