We are monitoring our agents calls from time to time and everything was working up until yesterday when we swapped their 7960 phones out and gave them 7965 phones. Now you get a error message from the supervisor desktop and can no longer monitor their conversations. The agents (desktop agent) works fine.
I know 7965 phones are supported (at least Cisco says they are), we also resynced jtapi through the UCC Express interface as well as associated the new phones with jtapi via Call Manager.
The only thing not working is the recording feature. Any ideas?
On the CCMAdmin phone configuration page, ensure that 'Span To PC Port' is enabled. Default is that RTP cannot be seen by the agent PC, so desktop monitoring won't work.
Also check the 'Advertise G722' is disabled, as this isn't supported by desktop monitoring or sniff based recording.
And don't forget to reset the phone afterwards
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