Silent monitoring problem in Custom CTI

Dear all
We are having problem in Cisco CTI silent monitoring. We are using custom CTI. If we use Cisco Built-in CTI then there is not problem. How I can enable the custom CTI.
Best Regards
Sultan Al Arif
+8801811459994

Hi Sultan,
For custom CTI agent desktops silent monitoring you need to run the WinPcap install executable:
•WinPcap_3_0_nogui.exe
The CTIOS silent monitor feature requires that you modify a WinPcap registry setting after installing (or reinstalling) WinPcap. In the Windows registry go to the following registry key:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NPF
Change the value of the Start setting under this key from 0x00000003 to 0x00000002. Reboot the PC.
If this does not solve your problem that means silent monitor is not enabled on your custom CTI agent desktop application. In that case you need to enable it on the application 1st. For more information please check the "Enabling Silent Monitor in your Application" (starting from page 107) and “SilentMonitorManager Object” (starting from page 463) on the CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.5(1)
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_5/developer/guide/cti75devg.pdf
Thanks and Regards,
Ashfaque

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Network interface cards tested with cisco agent desktop and CTI Toolkit Desktop Silent Monitor

Hi Guys,
My Customer is testing the Silent Monitoring, but, not is working. He is using the NIC Intel 82579LM, version 17.4 - 64 bits. I read the documentation the link http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf
but, the reference is to version 7.1.3. My Customer work with UCCX and CUCM version 8.6. Are there one specific documentation about this version? The link don´t show the NIC tested by my Customer
Thank You,
Best Regards,
Wilson

Hi
I've done lots of deployments of this on UCCX, and still haven't found a NIC that doesn't work. I'm sure there are some, but they appear to be very rare.
If you can sniff the UDP when a call is in progress, it can work. If you can't, then it's usually down to configuration - e.g. non-phone-connected PCs, span-to-PC-port, PC vvvlan access, etc etc.
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.
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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.
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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 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.

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 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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mso-fareast-theme-font:minor-fareast;
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mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
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Customer is using UCCX 7.0 (SR4)
CUCM 7
Agent Machine Details
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mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
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mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
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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mso-fareast-font-family:"Times New Roman";
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mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
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.

CUCM Silent Monitoring

Hi all,
We have UCCX 7.0.1 product in our company, and was wondering if CUCM Silent Monitoring through the Phone's BIB (Build In Bridge) is possible from CSD.
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https://marketplace.cisco.com/catalog/products/4134

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Hi all,
I do have the issue with Cisco Silent Monitoring for the supervisor, they can't heard the agent voice by using the Superviosr Recorded File tools but managed to heard by access the wave file directly from the Cisco UCCX 7.0?
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Hi,
I am not aware of any application included with UCCE.
However, it's relatively easy to build such an application, since CTI OS supports - or, at least, exposes - API calls to start silent monitoring from a third party application. It's even easier with Gen3 phones since they support CUCM-based silent monitoring using their built in bridge (BiB).
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Silent Monitoring Question

Hello,
When try to Silent Monitor an Agent using my CSD, I can listen it through my Laptops speaker or headset (if plugged in). Is there any way to do Silent Monitoring by using supervisor's IP Phone?
If there is any document that supports the answer, please let me know. I appreciate your help.
Thanks

Here is some additional information from the scripting guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851gs_scripts.pdf
pg 515 - Designing remote monitoring scripts.
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B) The username might be a bit tricky. From the above link you can see the actual script steps. What you could do is set a static username vs. having you enter it. Where you see UserLogin = GetDigitString.... You could replace this with UserLogin="[email protected]" so that you are no longer prompted for the long username. This dives into the realm of custom scripting and can be done with several different methods.
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Silent Monitor and Call record with voice vlan

We are pretty new to CCX, and want to get silent monitor and call recording working. I've read a bunch of troubleshooting docs, and a bunch of the discussions here, but I am still unable to get it to work the way that I want.
Heres the setup. The phones are all set to the recommended settings, and the agent pc is plugged into the phone. The data vlan is 111 and the voice vlan is 222. When I run the nicq prog on the agent pc, it can not find the phone, but I can enter the ip in , and it sees the phone. The supervisor laptop can not monitor or record.
If I change the voice vlan to 111, nicq still can not find the phone, but the supervisor can record and monitor with no problem. Is is an issue with 802.1q and perhaps my nics do not support it?
CCX Ver:
8.5.1.11004-25

Hi
It could be, but it's pretty rare.
Have you enabled 'PC Port Voice VLAN Access' and 'SPAN to PC Port' on the phone?
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Hi Guys,
My Customer is testing the Silent Monitoring and have sucess with windows 7, hw 32 bits, but, didn´t work to windows 7, hw 64 bits. Is there any restriction about the PC be 64bits?
Thanks,
Wilson

Hi,
take a look at this:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps5905_Products_Bulletin.html
There's a note:
>> WoW64 - Version 8.0, FCS Q1CY10 (Note: Desktop-based monitoring and recording is not supported)
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G.

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...
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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

Silent monitoring - Without Supervisor Desktop

Is it possible to dial into an application via a phone and silent monitor an agent? Example, training class with a conference phone turned on and listening to an agent for an hour.
Sent from Cisco Technical Support iPad App

Hi,
I am not aware of any application included with UCCE.
However, it's relatively easy to build such an application, since CTI OS supports - or, at least, exposes - API calls to start silent monitoring from a third party application. It's even easier with Gen3 phones since they support CUCM-based silent monitoring using their built in bridge (BiB).
G.

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i use UCCE 8.0 CTI OS 8.0 CTI OS Server 8.0
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i decode as RTP is

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Dear all,
We have just integrated a 3rd party recording solution in our VoIP system, which consists of CUCM 6.0 and UCCX 5.0.
Until now we used the recording and monitoring solution of the UCCX for the agents. This worked ok.
But, as we wanted to record other people's calls and also the outgoing calls of the agents, we have created for them a Recording profile in the CCM and assign it to the agents phone.
We have also mantained the recording and monitoring active for them in the UCCX.
What is happenning now is the following:
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- The recording in the UCCX gets only one way audio.
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- If the 3rd party recording server is stopped, but the recording profile is stil active in the phones, the silent monitoring in the UCCX works.
Could any of you confirm if using a 3rd party recording solution the monitoring still works?
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Best regards,
Amaia

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

Silent monitoring problem in Custom CTI

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