Hi all, I have a problem regarding monitoring and recording an agent.
I have the following scenario:
The notebook of the agent (desktop agent installed on it) is connected to the 7971.
The supervisor runs the supervisor desktop and has an IpCommunicator.
I have two networks but no vlans on that, because the network swtiches doesn't support vlans. Devices from one network can reach devices on the other and vice versa...
I am using the 7921 to call the trigger. When the agent answers the call, I go to the supervisor desktop software and start a recording. When I try to reproduce the file, only silence is there.
The same thing happened when I tried to just monitor the agent's conversation... nothing.
As part of the troubleshooting I have tried the following:
1- Run the post install application on the agent and verified that the interface used for sniffing was correct.
2- Run the post install on the IPCC server. I set one interface for database and the other for monitoring and recording.
3-Made some tricks to the registry of the agent because it has a broadcom nic.
4-I restarted the service for monitoring, recording and also the whole server.
5- I verified that the recording and monitoring was enabled on the server, and also checked that the parameter that stablish the amount of sessions for recording was not cero.
6- I run the desktop admin on the server and verified that the agents are enabled for recording and also specified the recording server.
I don't know what else can I do.
Anyone has an idea?