CAD silent monitor no sound

i use UCCE 8.0 CTI OS 8.0 CTI OS Server 8.0
the phone is softphone 8.6.1.0
i use supervisor silent monitor a agent but no sound. wireshark show i recive some UDP packet,no RTP...
10.0.0.30 is agent and 10.0.0.31 is me .....

i decode as RTP is

Similar Messages

CAD Silent Monitoring 8.5(2a)

Hello,
I am having a weired situation happening with CAD 8.5(2a) with ICM 8.5(3)
The silent monitoring is working and the supervisor can monitor the agent normally however , what is happened is if the supervisor was monitoring a agent and he decided to monitor another agent , if the supervisor didn't stop the first one and acivate the monitoring on the second supervisor he can listen to both at the same time ???? is this normall with CAD 8.5(2a) because earlier version if the supervisor starts a monitroing while he is monitroing aanother agent, the first one stops and the second is activated automaticly.
I also encountered another situaition, if the supervisor is monitroing a agent on active call and the call is ended the agent will be kept under monitroing so if another call came in the monitoring became active directly , is this also normal with CAD 8.5(2a)
Thanks for any clarficiation.
Amer

Hi Hardik Patel,
CSCsq34070 "Request Operation failed" error was obtained on CAD
Symptom:
"Request Operation failed" error was obtained on Cisco Agent Desktop, when Cisco Agent Desktop tries to dial out to a non-existing number
Conditions:
Call initiated from Cisco Agent Desktop
Thanks,
Anand
Please rate helpful posts !!

One more solution for Silent Monitoring Windows 7 64-Bit - ERROR VOIP2037 Unable to open the NIC adapter for sniffing.

Hi,
we are using UCCX 8.5 SU3.
After replacing the actual agent workstations with Windows 7 64-bit we had to face problems with the silent monitoring. (no sound at all and in the CSD the usual error popup "Silent Monitor-Session failed...").
In the CAD logfile I found the errorcode. "ERROR VOIP2037 Unable to open the NIC adapter for sniffing. Please reconfigure the installation."
After investigating the logfiles, starting postinstall.exe a hundred times and reading the Configuring and Troubleshooting VoIP Monitoring Guide.
I just learnt about the wonderful tool nicq.exe.
And so i found out that the driver spcd.sys wasn't installed.
Check in the registry for "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SPCD"
It seems to me that the "Cisco Supervisor Desktop.msi" never installs the driver one a Windows 7 64-bit.
After starting the NICQ.EXE as administrator the driver is being installed.
Test 1: Check Driver Status
Driver not installed. Attempting to install it...
Driver has now been successfully installed.
SPCD Driver service is not running. Attempting to start it...
SPCD Driver service is now running.
Test 1: SUCCESS
And after that the silent monitoring works again like a charm.
Maybe that info help someone.
kind regards, sebastian

Excellent information, this has been driving me crazy for a while now. Once i saw this info I was able to get it resolved rather quickly.
+5 for you, (I tried to click it above but it would not let me.)

UCCX: Silent monitoring is not working and recorded file is also not playing

Hi,
Running UCM 8.5 cluster with UCCX 8.5.
In CSD, silent monitoring is not working.
Windows XP OS is running on supervisor desktop. when i select the agent
then the silent monitoring icon will highlighted once i click on the icon,
after 5-7 seconds i am getting an error "Silent monitoring session has
failed".
Not able to playback the recorded files:
I can able to record and the file size is 2.6mb for approximate 3min
recording.When i tried to play from supervisor record viewer it is playing
but no voice is coming. And i downloaded using play & save option and
tried to play the .wav file but i can't hear any voice.
Problem is while playing back the recorded file. I can able to see the
recorded files in the UCCX.
Please help me out!!!
Thanks & Regards,
Krishna

It's likely the same problem: CAD is not forwarding packets to CSD or the CCX recording service. Two common causes for this are:
The phone is not spanning to the PC port or does not allow PC Port VLAN Access. Change these options to true on the phone's configuration in CUCM.
The NIC of the agent's PC running CAD is not processing 802.1q-tagged Ethernet frames. It must not drop these and pass them into the Windows NDIS stack for CAD to get them. Google is your friend here; this commonly requires registry changes to make the NIC process the packets.

UCCE 7.5 Silent Monitoring for only primary supervisor

Hi all,
We currently activate Silent Monitoring for our UCCE platform 7.5 using BIB and CCM based deployment.
I'd like to enable the feature for only the team primary supervisor. Meaning the same supervisor, if configured as secondary for a different team, can not monitor calls of members from that team.
Can someone please give me a hint?
Thank in advance,
Best Regards,

If it was CTIOS you could remove the button, recompile and deploy that Supervisor Desktop. But I guess you have CAD.
If it was the Cisco Agent Desktop you could create a workflow, remove a button (make it invisible), and assign this workflow to agents who did not require the function.
Not sure about CSD. I know you can remove buttons for everyone (we removed the one for Dynamic Reskilling) but I can't recall if you get the ability to do more.
Regards,
Goeff

Agent Desktop Recording and Silent Monitoring with IP Communicator.

Reading through the forums I have seen several posts which make me think this should work, but I can't seem to get silent monitoring or recording using the agent desktop to work when the agent is connected through IP communicator. Currently I have help desk agents using extension mobility to log into 7962s that are connected to thier desktops running agent desktop connecting to UCCX 7.01. Silent monitoring and recording work fine with thier hard phones. When I install IP communicator on the PC and log into it using EM, the agent desktop takes control of the IPC just fine and will distribute calls to it, but my recordings are blank and silent monitoring from an supervisor station fails to initialize. Is there something I am missing in the configuration that is special when using IPC instead of a hard phone? Thanks in advance.

Couple of things I've learned about the CIPC and monitoring/recording:
No named devices. Use the SEP + Mac Address of the local Ethernet interface.
Ensure the Ethernet interface can be put into permiscuous mode.
Ensure you are NOT using a shared line appearance for the IPCC Extension.
If you are using CAD to do the monitoring/recording, launch the CIPC before you launch CAD
If you are using SPAN, ensure the CIPC RTP traffic will traverse the network where the SPAN interface is located.
If you are calling phone-to-phone, know that the CIPC will attempt to negoitiate G.722. UCCX cannot monitor/record G.722. Set the region or call to the PSTN where you can guarantee a G.711 or G.729 call.

UCCX Desktop Silent Monitoring is not working

Dear All,
I am facing silent monitoring issue on some my cusomter site .I was working fine but customer changed it's contact centre location.Now contact centre is located on different location.All service is working fine except silent monitoring .
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Supervisor can’t silently monitor any agent .Supervisor is using desktop monitoring services to monitor all agents.
I have analyzed the debug logs a agent machine .and there is some registry warning messages and errors .I have reinstalled the CAD but no luck .Please help to sort out this issue .
UCCX details
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Customer is using UCCX 7.0 (SR4)
CUCM 7
Agent Machine Details
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Agent machines have only one NIC (Wired).
NIC Manufacturer Intel,broadcom and 3com
IP communicator : 7.0.2
Microsoft Windows XP SP3
Supervisor Machine Details
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Supervisor are using Wireless NIC.
NIC Manufacturer Intel,broadcom and 3com
Microsoft Windows Vista Business/Ultimate and Microsoft Windows 7 Ultimate
IP communicator : 7.0.2
I have also attched following Information
Agent and supervisors debug level logs.
Agent and supervisor's "ipconfig /all" out put.
Fowing registry values
\HKEY_Local_Machine\SYSTEM\ControlSet001
\HKEY_Local_Machine\SYSTEM\CurrentControlSet
\HKEY_Local_Machine\SOFTWARE\Spanlink

I had similiar issue after upgrading. We found that the QOS RSVP service is needed for our silent monitoring to work properly. We were disabling it in group policy.
Hope this helps.

Silent Monitoring

Hello All,
I need some guideance on how to use silent monitoring, we just set it up, however we don't know if we're using it properly or not
when the supervisor wants to silent monitor an agent what does she need to do ?
we can't find the "start voice monitor button" do i need to configure it under desktop admin ?
however if we do intercept start voice monitor, we don't get an error however how does it work ?
the supervisor phone is on hook
where does the audio will come from ?
could you please explain to me how to use it ?
thank you
i read the end user guide for supervisor and it only says
To start monitoring an agent:
1.Choose an agent in the Agents tree.
2.Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor.
To stop monitoring an agent:
■Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor.
thanks

I am testing voice monitor with UCCE version 7.5. I created 2 teams with similar configuration and each team has its own supervisor & agent. The voice monitor works fine for 1 team but not the other.
Team 1 (working):
* Supervisor login to supervisor desktop & CAD
* Agent login to CAD
* Supervisor press CTRL+A while the agent is having conversation
* Voice coming out from the supervisor's phone
* Supervisor can see "connected" status on his CAD
Team 2 (not working)
* Supervisor login to supervisor desktop & agent desktop
* Agent login to agent desktop
* Supervisor press CTRL+A while the agent is having conversation
* No voice is coming out
* Nothing is happening on the supervisor's CAD
Could you provide hints where should I start for troubleshooting?

How do we permit a trainee to sit together with a CSR and silent monitor?

We are using a Cisco 7940 series phone. I have two new hire CSR's coming soon. I want them to be able to sit with an experienced CSR and silent monitor calls as they are taken, without using a speaker. I can't find the solution to this anywhere. Surely I'm not the first manager to want to do this! Help!!!!!

UPDATE:
Our headsets are Plantronics, Model CS55. They will not sync up to one base station. A "headset training adaptor" can be purchased, part# 03929-63, for $39.95, from several sources. The adaptor is nothing more than the "Y" adaptor I just purchased from Radio Shack. However, it does have a mute button for each user. Our headsets have mute buttons but, they beep every 15 seconds when on mute.
I don't think the cost will put us out of business and sounds like the better answer. I'm the newbie at this organization and am a little amazed they've trained using open speakers all this time.
Thank you everyone for the ideas!

UCCX 8.5 Silent Monitoring using Citrix deployment

Hi all,
We are currently testing a citrix deployment in our contact centre and are looking to ensure we haven't lost any of the current functionality available to our managers when using a PC.
Unfortunately it would appear that silent monitoring doesn't work when using citrix - the option in CSD is greyed out
Does anyone have any experience of a citrix deployment and whether or not this functionality is supported on citrix?
kind regards
Paul

Hi
The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.
Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.
The only option you have for this is to set up SPAN/RSPAN on your switches to mirror traffic to the UCCX server. This was the server-side services sniff the traffic for recording/monitoring purposes. It can be tricky to set up, especially if you have a WAN deployment...
Aaron

UCCX Finesse silent monitoring for direct dial calls

I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. Currently silent monitoring only works for inbound calls from UCCX, and does not function for direct inbound calls, or direct dialed outbound calls.
From a system view, Finesse is using UCM's built in silent monitoring, via a very basic JTAPI command. There is very little engineering required to enable this functionality, and I truly thing is is a major limiting issue. Many customers in fact only want the ability to do silent monitoring and basic reporting, and Finesse would be a perfect product for this.
I am considering looking at putting together some custom scripts/web apps to engage the required JTAPI in CUCM via a Finesse Gadget, to replace the built in Finesse silent monitoring function. I'm curious if anyone has some input on how involved that might be, seems like I just really need to pass the monitoring DN and monitored DN through a JTAPI command.
More importantly, is there any hope for Finesse to support this natively? Or other outbound features? If it's a feature "in the works" we have a customer who might be able to "get by" using the Cisco Agent Desktop silent monitoring, but only if that is the case.
Good link on silent monitoring capability in Cisco Finesse: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

We've got to delimit the problem.
When we use 3rd party recording solution there are 4 RTP flows: 1 incoming to monitored/recorded phone and 3 flows outgoing.
1 incoming RTP flows
- voice of remote phone
3 outgoing RTP flows
- voice of monitored/recorded phone
- voice of monitored/recorded phone sent to 3d party recording server
- voice of remote phone sent to 3rd party recording server
When we use a network analyzer we see that the agent running in the PC (UCCX 5.0) establishes two RTP flows for the monitoring session. But we can see that one of these flows sends 3 packet RTP per 1 packet RTP sent in the other RTP flow (in the same time).
We think agent sends to monitoring device all the outoing RTP packets of the phone (that belong to three different RTP flows), instead of sending only the RTP packets belonging to voice of monitored/recorded phone.
The other flow, voice of remote phone, sounds fine.
Is there a solution to avoid this problem when we monitor with UCCX 5.0 and record with a 3rd party software at the same time?
Thanks,
Christian

UCCX Silent monitoring

Hi,
I have a new client that is using UCCX 8.0.2.11003-10 and Call manager 7.1.5.31900-3. The Client want to perform silent monitoring on a 64 bit sys, but is not able to is there away to accomplish this.

Hi Curtis,
CAD is not supported on Windows 7 64 bit on 8.0 as per the compatibility matrix.
Win XP Professional SP2 (Please check Tech Tips & Release Notes)
Win XP Professional SP3
(Please check Tech Tips & Release Notes)
Win Vista (Ultimate, Enterprise, and Business) Windows 7 (Ultimate, Enterprise, and Professional)
If you check 8.5 it shows Win7 64 bit.
Source:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Regards,
Chuck
Please rate helpful posts and identify correct answers.

CAD Server Monitoring?

I am using CAD 9 with UCCE 9.
I am trying to figure out how to configure CAD Server Monitoring - Cannot use Desktop Monitoring as Clients PCs are old and NIC cards are not supported, even the IP Phones are ols and do not have BIB.
So SPAN is the only option. I need some guidance - even a document URK will do. I have read 'CTI OS System Manager Guide' and also 'CAD Install Guide' but none explains the config. I am confused about below the point:
- SPAN source are the phones - what is the destination - the supervisor PCs or the CAD Server? If the PCs, then do we need a SPAN for each supervisor PC or what?
If SPAN destination is the server, then how will the supervisors get the RTP stream from CAD to their PC - automatically or do we have to configure something specific?
Also, on the CAD Desktop Admin webpage - VoIP Monitoring Service - (see screenshot) do I select Default Monitor Service and Disable Desktop monitoring OR I can leave Desktop Service Enabled and it will not conflict with Server Monitoring.
And if SPAN destination is CAD server - I am planning to add a 3rd NIC card for this, but where do I select the NIC card for receiving/ reading these SPANNed packets?
Please Assist.
Thanks,
Kartik

UCCE SRND has a littel tid-bit about it:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab09/clb09/recordng.html
This blog post is for UCCX, perhaps this can guide you in the right direction:
http://wiklunds.wordpress.com/2012/06/03/uccx-8-5-cadcsd-call-recording-and-silent-monitoring/

Unable to Silent Monitor newly configured agent via SAD

Unable to silent monitor newly configured agent via SAD (supervisor agent desktop).....attached is a screen shot of the error messages.
I have verified the following -
- agent is able to log in successfully...
- supervisor is able to see the agent via realtime report etc...
- agents that are being monitored successfully, has the same NIC card and are on the same vlan as the new agent...
- I am able to see the new agent extension and mac address under VoIP monitoring device in the CDA (cisco desktop administration)...
Please advise, thanks -

There is a utility in the newer releases of UCCX that is included with CAD on the agent PCs that can help narrow down the cause of this problem. On the agent PC, navigate to C:\Program Files\cisco\desktop\bin and you will see NICQ.exe. Run this utility while the agent is on a call. This utility captures packets on the NIC and verifies that the PC is receiving packets from the phone correctly.
If this tool reports that it cannot find an RTP stream, it's best to focus on the agent PC and their phone configuration. On some phones, you may need to disable the advertise G722 codec, because this is not supported with CAD monitoring/recording yet. Also, even though the MAC address shows up correctly in CDA for their extension, it's important to make sure the extension is only used once in CUCM by searching the route plan report. Otherwise, the VoIP Monitoring service may receive the wrong device's MAC address when trying to filter for the RTP stream.
Make sure the PostInstall tool on the agent PC has the correct NIC selected to capture traffic on. This is important when the agent PC has more than one NIC installed. This utility is also in C:\Program Files\cisco\desktop\bin on the agent PC.
If the phone seems OK but the problem remains, you can isolate it to a PC by connecting the agent's phone to another PC, like the PC of an agent that can be monitored. If the non-working agent can be monitored using their own login to CAD and their own phone on the other agent's PC, then it's just a matter of finding differences between the two PCs that can lead to the problem.
Thanks,
Brendan

UCCX 7 silent monitor over Windows VPN

We have remote users that connect to our corporate network via Windows VPN. However we are unable to monitor these users when they work remotely. Get the "Silent monitor session failed. Not receiving voice from agent's phone" message. I'm pretty sure that Windows VPN is not supported by CCX 7 (Premium license). However wondering if anybody has found a way to circumvent this issue to enable remote users over WVPN to be monitored.

I presume you are using CIPC?
There is no NAT or other packet manipulation happening on the Microsoft VPN head-end is there?
Are you able to open telnet sessions on the ports used for recording from/to CAD and the CCX recording server? This is the most common issue where something is blocking these ports.
Port Utilization Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1) - CAD ports are on page 13.

CAD silent monitor no sound

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