System version: 22.214.171.12401-35 HA
New Call Center. No problems encountered during testing.
Today, 1st day of full call center activity. Desktop Monitoring.
Silent Monitoring seemed ok earlier, but now we mostly cannot do silent monitoring. Multiple Supervisors effected.
It appears to be intermittent, as we can jump in and out to monitor a certain agent for a period of time, then it will not allow us to do so anymore.
Closed and restarted CAD and CSD. Restarted Monitor service. Can't find rhyme or reason as to when/why it fails.
During failure, it can either sit there like it's in monitoring mode but there is no audio, or a message pops up after a short pause, indicating The Silent Monitor session failed and to check for proper IP phone, NIC card compatability etc. We know this is good, since we can Silent Monitor at times.
This occurs with every agent and Supervisor. Most times we cannot monitor (or record,) but sometimes we can.
The question is - why is this intermittent and what can we check?