I'm trying to setup CCX 7.0(1)SR5 silent monitoring using desktop monitoring. There are no error messages, but supervisor does not hear anything. I turned up debug on agent and supervisor desktops. Before I saw in agent.log message "WARN VOIP3004 Unsupported Codec. PayloadType = <G.729>". This is quite explanatory. I made sure that phones use G711 codec. Tested while in call ( double ? ) - it is G.711. Still the same - no sound. Now I see "improvement" in agent.log - "WARN VOIP3004 Unsupported Codec. PayloadType = <UNKNOWN>". CCX server is configured to use G711. Have anybody encountered something like this? Does it make difference for CAD - G711u or G.711a? Any guesses which codec is UNKNOWN?
CAD can support monitoring in G.729, G.711u and G.711a so I am not sure why you received an error message about G.729. Verify with a packet capture from the back of the agent device that the phone is truly using G.711. TNP phones and newer versions of CUCM can negotiate G.722 which is enabled by default. This is a codec that CAD mon/rec cannot decode and must be disabled for agent devices. In the packet capture, verify the RTP/UDP are being seen going to and from the agent phone and then see if UDP/RTP is being transmitted to the CSD directly. If it is, then there is something up on the CSD side which is rare. Normally issues like this happen on the CAD side.
2011-03-29 17:00:35:640 ERROR VOIP2044 Packet sniffing has been stopped.
The amazing thing is that if I put another agent on using the same ip phone (remember EM) and logged on the CAD, on the same team and using the same workflow it can record and stop recording the calls. Nothing is written on the Agent log this time.
I plan to restart the Desktop VoIP Monitor service...
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