Silent Monitoring not work

Unanswered Question
May 19th, 2010

Dear All,

I am currently using UCCX4.5 Enhanced Edition which should have Silent Monitoring function. I have enable "SPAN to PC" function in CUCM and the agent desktop is directly connected to agent phone. Supervisor Desktop and Agent Desktop are on the same VLAN. VoIP Monitoring service in UCCX is enabled. But I can not hear the voice after I press monitoring buttom. Anyone know what's the problem?

Thanks!

Best Regards,
Teru Lei

I have this problem too.
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Doan Khanh Tan Thanh Wed, 05/19/2010 - 07:11

First thing you need to do is install Wireshark on agent PC. Agent login to IP Phone that directly connect to agent.

Make a call, then open wireshark. If you can see a lot of RTP packet coming, so that is ok with Span to PC option enable and your network card can detect tagging packet.

After sucessful to see RTP packet, you need to check following step:

1. the codec for the call must be G711, not G722 at default of Cisco.

2. All firewall are turned off (include windows firewall and some built in firewall come with antivirus software)

3. Make sure supervisor PC has a sound card (of course)

4. Enjoy!

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