cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1289
Views
0
Helpful
0
Comments
TCC_2
Level 10
Level 10

Core Issue

One of the these conditions might exist:

  • The agent's phone device is associated with an incorrect VoIP Monitor Server.
  • The agent's phone device is not associated with a VoIP Monitor Server and an incorrect VoIP Monitor Server is selected as the default VoIP Monitor Server.
  • Spanning is not set up correctly on the switch.

Resolution

To resolve this issue, perform these steps:

  1. Select Cisco Desktop Administrator > Locations > your Cisco Customer Response Applications (CRA) Server Logical Call Center (LCC) > Enterprise Data Configuration > VoIP Monitor.        
  2. Ensure that either the agent phone device is associated with the correct VoIP Monitor Server or the correct VoIP Monitor Server is selected as the Default VoIP Monitor Server.      

    Note: Ensure that the correct VoIP Monitor Server is selected as the Default VoIP Monitor Server only if it makes sense for that server to be the default. The majority of your agent phone devices need to be associated with this server.  

  3. Make sure the span settings for your switch are correct.

For more information about resolving Cisco CRA and Customer Response Solutions (CRS), refer to these documents:

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solution (CRS) Applications

Cisco Agent Desktop (CAD)

VoIP monitor server

Supervisor desktop

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: