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

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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 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.
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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.
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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

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
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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.
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Regards,
Caosfox

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 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 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 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]

Windows 7 64 bit not monitoring on UCCX 7.0(2)

Hi,
I upgraded a 7.0(1) system to 7.0(2) to get support for Windows 7 and CSD is still not able to monitor agent calls who are on Windows 7 64 bit OS versions. The 7.02 release notes document states WIndows 7 is supported and WoW64 but doesn't mention anything about any limitations that I can see. I've ran postinstall, etc and everything checks out.
In this document, it states Windows 7 / WOW64 suppoort for 7.0(2) but has note for 8-0 that montoring is not supported for WOW64 just for 8.0.
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps427_Products_Bulletin.html
So is there a special way to install CAD / CSD as WOW64 on Windows 7 64 bit, or is there something else going on preventing the monitoring not working for windows 7 agents? The supervisors can monitor Windows XP agents just fine, except for one agent which we're working on the agents PC to see whats going on.

There is no special way to install CAD, it is just a msi file. On both my Windows 7 professional machines it installed fine. I have remote access to a couple of the customers machines so I have tried uninstall/re-install. I did not want to patch the registry in case I BSOD their machine. If I was on site I would have a go.
The customer has around 180 machines running Windows 7 ultimate and none of them have installed the correct packet driver.
The install program must detect if this is a 64 bit OS and install the 64 bit driver, or in some cases maybe not.
If your machines have installed the correct driver there is a test program. C:\Program Files (x86)\Cisco\Desktop\bin.
Make a call from the agents phone, internal is OK and then run NICQ.exe its output is written to a file called NICQ_Output.txt
Graham

Unsynchronised Voice when monitoring in UCCX 7

A couple of our supervisors have developed an intermittent problem.
When they are silent monitoring an agent, the agent and the callers voice are out of synchronisation.
Meaning they hear the caller answer the agent question before they hear the question.
Has anyone come across this before.
Regards
Rick

You can check on the section "Configuring Enterprise Data", you can modify the CAD loyout with the available extra parameters. In your case if the calls are coming from different Cities i.e different ANI's than this is already being displayed in the Enterprise parameters of the CAD layout. You can always customize this layout accoring to your requirement.
Please use the below link for more information on this,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf
Hope it helps,
Anand

Cisco UCCX admin page wont display

Hi,
I have setup my CCIE Voice lab at home and running UCCX 7. Everything was working perfectly, but now the appadmin page will not display. Is there a service I need to restart or do I need to reinstall the UCCX.
Thank you

Have your restarted the tomcat service?

Call Monitoring on UCCX 5.0

Our Agents ACD line appears on the 2nd button on the phone device and the Agents Primary Line on the 1st button. When the agent uses their Primary Line, call monitoring will pick up their conversation. Is there a way to disable the monitoring of the Primary Line? We only want to monitor the ACD line.

There is not with the built-in CSD recording. Alternatively you could use QM or third-party recording product which relies on the CUCM BiB recording functionality. In that scenario you can apply a monitoring CSS to the supervisor's phone which does not give them access to the agent's non-ACD line.

Cisco desktop administrator Services Configuration Multiline, Monitoring & Recording Remove VoIP/Recording & Playback Services

I remove default VOIP Monitor Service in "Cisco desktop administrator>Services Configuration > Multiline, Monitoring & Recording >Remove VoIP/Recording & Playback Services". Now I can't choose in "Services Configuration > Multiline, Monitoring & Recording > VoIP Monitoring Device" Default VOIP Monitor Service. How can I return choice my VOIP Monitor Service(IP UCCX)?

Hi Kalitamih,
This can be regenerated by the Cisco Desktop VOIP Monitor Service.
Please stop the service and start it (do not restart). Let me know how it goes and if it resolves the problem.
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Arundeep

Monitoring and recording feature not working in UCCX

Hi,
The recording and monitoring option is not working in the new UCCX setup I have installed.I have configured following things for desktop monitoring as per the document
1)Checked that IP Phones are diasy chained and speakers of Supervisor's PC is working,NIC card of agent's and supervisor desktops are compatible
2)In web CDA P phones to be monitored have been configured
3)In CCM configured the phone for "Span to PC port" as enabled also configured "Advertise G.722 codec" as disabled
4)Ran postinstall.exe on agents system and checked if correct NIC adapter is being used for monitoring
5)Checked the NIC binding order in UCCX server and that is correct
I noticed one thing that "services" in both CAD and CSD are showing as "partial services" and they are monitoring and recording services only.Hence is this problem related to these services? How do i correct the recording and monitoring issue?
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Amit

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I would first recycle the VOIP Monitoring Service on both node if this is HA. This will not affect calls or call processing.
In addition, you stated you ran post install on the clients desktop but have you ran post install on the server itself?
In the desktop Administrator, what server is selected to be the default VOIP Monitor server?
Jason M. Hutchinson

VoIP Monitor in UCCX Admin

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