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New Member

IPCC express monitoring and recording

I'm trying to setup monitoring and recording for IPCC express 4.0.4.

When I go under "voip monitor" in desktop administration, there is no phones listed there.

The system is currently working fine with 20 agents and the monitoring services are running and Voip monitor subsystem is in full service.

Any idea why I don't see the agents phone in desktop admin?

Thanks

5 REPLIES
New Member

Re: IPCC express monitoring and recording

Boris,

Did you ever get this problem solved?

Thanks,

Diarmuid.

New Member

Re: IPCC express monitoring and recording

Not yet.

I've been working with TAC for a few weeks now and it has been escalated to the developers.

I was told another customer had reported the same issue.

I'll update this post when TAC get it resolved

New Member

Re: IPCC express monitoring and recording

The Problem has just been fixed by TAC

There was two RMJtapi user defined in AD under OU=CISCO, OU=CCN, OU=Profiles.

The fix was to find the right RmJtapi user account, find its guid and delete the unused one from the profiles OU.

You should have only two entries.

One named RmJtapi-profiles-xxxxxxxxx

and one named RmJtapi-CCNProfile-xxxxxxxxxxxx.

I had four.

New Member

Re: IPCC express monitoring and recording

I have a step by step guild for this and I will append it tomorrow morning when I get into the office there are several steps you have to do to get them in there. One thing I have found it the you appsoluty have to run windows XP, 2k is not supported and you need to install NDIS on your NICS, You then Have to set the SPAN to PC in CCM for the device, and the rest I will send you I dont do it that often so I have to check my guide.

New Member

Re: IPCC express monitoring and recording

To add a new agent (not supervisor): (the user must already be added to CallManager and the CTI radio button must be on)

? Login to CallManager (see CallManager instructions)

o Click on User

o Click on Global Directory

o Search for rmjtapi

o Click on rmjtapi

o Click on device association on the left side of the page

o Change first drop down to Description

o Enter full name of user you are trying to add

o Click Select Device

o If you searched correctly, below Filter Active, it will say: 1 available device(s) listed at last search

o Scroll to the bottom of the page and click on Last

o Scroll to the bottom of the last page and you will find the user to be added

o Click on the box next to the users name

o Scroll to the top of the page

o Ensure the radio buttons next to No Primary Extension and No ICD Extension are off (not filled in)

o Scroll back to the bottom of the page and click on Update

o Click OK

? Login to CRS Admin (with the instructions above through the Remote Desktop Connection)

o Click on Subsystems

o Click on RmCm

o Click on Resources on the left side of the page

o Find your new user

o Click on your user

o Choose the appropriate Resource Group in the drop down menu

o Add skills and set the levels if appropriate

? Highlight the skill in the right column

? Click the left arrow to add the skill

? Highlight the skill in the left column

? Change the Competence Level to the desired level

? Repeat for all needed skills

o Change the Team to the appropriate team

o Click Update

To add agent to the call monitoring and recording server

? Open Desktop Administrator (in the IPCC server)

o Click on Start

o Click on Programs

o Click on Cisco

o Click on Desktop

o Click on Desktop Administrator

? Expand container

? Expand Enterprise Data Configuration

? Click on VoIP Monitor

? Find your user on the right

? Under Monitor Server

o Pick the one of the location you are at

? check Enable Desktop Monitoring

? Expand Personal Configuration

? Click on Agents

? Find your agent in the right column

? Right click on your agent

? Click on Properties

? Change the Work Flow Group to the appropriate location

? Click OK

? No saving needed

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