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CAD Client Configuration on UCCX 8 Question

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SAN J
Level 2
Level 2

‎08-31-2010 03:28 PM - edited ‎03-14-2019 06:25 AM

I have a brand new install of UCCX 8.0.2 ES1 stand alone Premium Packaged System installed with CM version 7.1.3. I'm having issues getting the desktop monitor to work. CAD Supervisors keep getting the pop up error "Supervisor has failed to start device monitor on ..." when they try and monitor. Customer has shuttle boxes that we've tried replacing the NIC cards to a 3C905C-TX which I think is supported. Also validated the items below:

- All services in UCCX are "in service"

- Span to PC port is enabled on all agent/supervisor phones

- Disabled the option to Advertise G.722 codec

- Ran PostInstall on supervisor and agent PC and pointed Voip Monitor IP to their respective local NICs

I'm planning on rebooting the server when Call center closes but wanted to check and see if there's anything else I'm missing...

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Jason Hutchinson
Cisco Employee
Cisco Employee

‎09-02-2010 09:50 AM

You have checked a few of the common issues that will cause this.  In addition please check the following; (other options may need to be checked and is dependent on using Desktop Based Recording or SPAN based)

1. Run a Route Plan report on the UCCX DN and make sure that only one instance is shown.

     Reason - Only one device can be associated with the UCCX DN or the system may look for an RTP stream with an incorrect MAC ID.

     Exception - There is an option for HOT SEATs.  This is where several agents share an extension but this extension will still have to remain on a single  device.

     In some cases, when Extension Mobility is set up and the agents are logged into Extension Mobility and the CAD, the Device Profile and the actual phone may appear in the Route Plan Report.

2. Open the Desktop Administrator and ensure the Desktop Monitoring Option is selected for the appropriate agent.

     Also check the selected VOIP Monitoring server.

3. Have you checked the NIC Binding.  I have seen cases where the NIC binding order had another onboard NIC set as primary.  Ensure the NIC we are using for the capture is the primary in the NIC binding order. Disable any wireless NICs

4. Disable the Windows Firewall in the services option of the desktops for the Agent and Supervisor.

5. Disable any antivirus that you may have on the desktop.  This may indicate there is a port blocking issue with the application.  In some cases, we would need to add rules or exceptions for firewalls or applications not to block certain ports.

If these fail, download a common program for capturing traffic.  I prefer Wire Shark but a few are out there.  Once installed, place the agent on a call with the UCCX Extension, select the proper NIC and see if there is an RTP stream present in the capture.  If there is, then the phone is working properly and the RTP stream is being delivered to the Desktop.  If not, then we would look on the phone side to determine what the issue may be.

Let me know if these help by either rating the post or replying with any additional issues.

Thanks,

Jason M. Hutchinson

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Jason Hutchinson
Cisco Employee
Cisco Employee

‎09-02-2010 09:50 AM

You have checked a few of the common issues that will cause this.  In addition please check the following; (other options may need to be checked and is dependent on using Desktop Based Recording or SPAN based)

1. Run a Route Plan report on the UCCX DN and make sure that only one instance is shown.

     Reason - Only one device can be associated with the UCCX DN or the system may look for an RTP stream with an incorrect MAC ID.

     Exception - There is an option for HOT SEATs.  This is where several agents share an extension but this extension will still have to remain on a single  device.

     In some cases, when Extension Mobility is set up and the agents are logged into Extension Mobility and the CAD, the Device Profile and the actual phone may appear in the Route Plan Report.

2. Open the Desktop Administrator and ensure the Desktop Monitoring Option is selected for the appropriate agent.

     Also check the selected VOIP Monitoring server.

3. Have you checked the NIC Binding.  I have seen cases where the NIC binding order had another onboard NIC set as primary.  Ensure the NIC we are using for the capture is the primary in the NIC binding order. Disable any wireless NICs

4. Disable the Windows Firewall in the services option of the desktops for the Agent and Supervisor.

5. Disable any antivirus that you may have on the desktop.  This may indicate there is a port blocking issue with the application.  In some cases, we would need to add rules or exceptions for firewalls or applications not to block certain ports.

If these fail, download a common program for capturing traffic.  I prefer Wire Shark but a few are out there.  Once installed, place the agent on a call with the UCCX Extension, select the proper NIC and see if there is an RTP stream present in the capture.  If there is, then the phone is working properly and the RTP stream is being delivered to the Desktop.  If not, then we would look on the phone side to determine what the issue may be.

Let me know if these help by either rating the post or replying with any additional issues.

Thanks,

Jason M. Hutchinson

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SAN J
Level 2
Level 2
In response to Jason Hutchinson

‎09-07-2010 09:38 AM

Jason,

THanks for the indepth response. I was planning on doing a sniff capture if all else fails but looks like a reboot of the server fixed the issue.

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