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In CRS the supervisor desktop can record an agent's call, but when the recording is played back, it starts and stops immediately

Core Issue

One of these conditions may 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 this server to be the default. The majority of your agent phone devices need to be associated with this server.

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

    Note: Incorrect span settings can be a problem whether or not you are using multiple monitoring domains.

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

IP Contact Center (IPCC) Express (formerly IP ICD)

Version history
Revision #:
1 of 1
Last update:
‎06-17-2009 10:12 PM
Updated by:
 
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