We just recently implemented an ACD queue for a group in our company. The supervisor (deparment manager) of that group was playing with the Monitor and Record features of Supervisor. When he attempts to play back a recording, the program runs, the progress bar moves (as expected), but he does not hear any audio. We have checked the obvious:
- His computer is audio capable.
- His speakers are plugged in.
- His sound is not muted
- Without changing anything, he can play audio files from iTunes (does not adjust the volume, mute or other settings).
- He does not have Vista, so he is not able to control the sound from individual instances of a program.
I am unaware as to whether or not anyone else has tried to do this, to know if it works anywhere else.
Environment Specific Details:
Computer: IBM (Lenovo) Laptop (R61)
OS: Windows XP SP2 (patched)
CAD: 6.1(4) Premium
CSD: 6.1(4) Premium
This problem is usually client based. Check to ensure the proper NIC is being monitored by CAD on the agents workstation. This can easily be checked by running the postinstall tool which is located in the bin directory where CAD is installed. Also make sure span to PC is enabled on their phone.
If this doesn't work it may be an issue with the NIC. Alot of NICs will toss out packets that are tagged with a vlan by default. you may need to find a registry hack depending upon the NIC being used.