CTI OS Desktop Recording

cirrusco00 · ‎03-17-2008

Whenever i try silent monitoring supervisor desktop says 0x000000005 error.

We do not use CAD at all

Is there a way to solve the problem.

Hakim

Riccardo Bua · ‎03-18-2008

Hi Hakim,

the error message is quite a generic one.

To qualify this try to answer the following:

This affects one agent, not all agents, right?

Does this message appear every time the supervisor tries to monitor this agent?

What version of IPCC and CTIOS are you using?

Are the agents on a different network than CTIOS? If so, are any firewalls or NAT being used between them?

Port 8500 needs to be open.

What type of NIC is being used on the agent's desktop?

What OS is the agent using?

To provide some general guidance:

Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_tech_note09186a00801f42f9.shtml

Agents Cannot be Changed to Silent Monitor Status Unless They are Logged in as an Administrator

http://www.cisco.com/en/US/products/sw/custcosw/ps14/products_tech_note09186a00801da64f.shtml

Cisco ICM Software CTI OS System Manager's Guide, CTI Software Release 6.0(0)

http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm60doc/icm6cti/ctios60/cti60mgr.pdf

(Appendix A: Testing an Ethernet Card for Silent Monitor)

And as suggested, do some testing on the other Supervisors configured to try and narrow down the scope of the problem, to determine if this applies to all supervisors or just a few.

On the troubleshooting side, try to reinstall the supervisor desktop and confirm the registry

Check registry on Desktop:

H_KEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NPF Start = 0x0000002

Finally try also to uninstall WinPcap 3.0 and install WinPcap 3.1 from

http://www.winpcap.org/archive/

Regards,

Riccardo

PS. Please rate useful postings accordingly and raise a TAC case if you need extended troubleshooting

cirrusco00 · ‎03-23-2008

Hi Riccardo,

Thank you very much for your quick response.

Here are the things i have.

* This problem affecting all agents.

* CITOS version is 7.0.1

* Yes, It does this message appear every time the supervisor tries to monitor this agent.

* We have two CTIOS servers, agents are on one of CTIOS network.

* NIC are, Broadcom NetXtreme 57xx Gigabit, Intel(R) 82566DM-2 gigabit.

* Agents use WIN XP Pro. Service Pack 2.

* CTIOS Desktop client is 7.0

* IP-Phones, 7941.

* CCM 4.2

* Span To PC Port is set to No on IP-Phone settings and i couldnt find it in CCM phone configuration page.

* WiPcap 3.0 is used with CTIOS desktop client.

Thanking you in anticipation for your help

Regards,

Hakim

Riccardo Bua · ‎03-24-2008

Hi Hakim,

check on this agent, try remove/readd him from the config, check on his network card, see if the registry is not set to send flagged packets and so on.

I guess you are on the right track to fix it, consider eventually removing the software and reinstalling it on his PC, WinCAP included.

Regards,

Riccardo

mr_toad1 · ‎03-24-2008

Check the CTIOS logs on the agent PC to see if you get a message saying AcceptSilentMonitoring. If you do try some of the following.

1. If CTIOS log show monitoring port as 8500, check to make sure a firewall isn't blocking it

2. Make sure the router or switch isn't blocking UDP 8500

3. There are know issues with NIC driver versions stripping the VLAN tag. Try upgrading the NIC driver.