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Community Member

IPCC Express Recording/Silent Monitoring/Barge in issues - Need Help

Hello All,

IPCC Express 4.0.4

We are facing strange issues releated to Recording/Silent Moniroting/Barge.

Topology

IPCC Express Servers and Call Manager sitting at centeral Location and Agents are logged in to IPCC servers at Remote Location over 20 MBPS WAN links.

Everything works fine..no issues with the call quality at all.

Silent monitoring/Barging/Voice Recoring works fine when we do it locally on Centeral Location however when we do any of these features on remote site we just hear some hissing sound(very slow) something like hsssssssssssssssss.

When we do locally any of the feature above at the remote site same issues,

NIC's at the remote site are broadcom. and NIC cards at centeral location are Intel(just for sagrigating things)

LAN configuration on both the locations are exactly same.

Is there something to do with WAN? or some setting on IPCC server?

Please help this has become boiling issue at client site.

Thanks,

Daljeet

5 REPLIES
Community Member

Re: IPCC Express Recording/Silent Monitoring/Barge in issues - N

All,

It got solved, we are using 7961's and "Span on PC port" was not enabled

Thanks,

Daljeet

Community Member

Re: IPCC Express Recording/Silent Monitoring/Barge in issues - N

Thanks..it worked for me as well!!

Sandeep

Community Member

Re: IPCC Express Recording/Silent Monitoring/Barge in issues - N

cheers! also worked for me (using 7941's) and kept on overlooking this setting :)

Community Member

Re: IPCC Express Recording/Silent Monitoring/Barge in issues - N

Hi,

I have installed Cisco supervisor desktop on a PC.The supervisor can see the agent as the meber of his team, but can't use the barge-in and intercept keys as these are showing inactive(greyed out).

Whenevr the agent(CAD on other PC) changes its state, the supervisor can clearly see in the CSD.

This is IPCCX6.0 prem setup with CCM 4.3(1)

CAd and CSD are running on two different PC.Supervisor on one PC using CSD is trying to barge-in/intercept agent using CAD on another PC.

What is the problem?

Community Member

Re: IPCC Express Recording/Silent Monitoring/Barge in issues - N

For Desktop Monitoring, ie. Cisco Agent Desktop captures the audio stream, the newer phones (7941, 7961, 7970, 7971, etc) and beyond require Span to PC Port to be enabled.

This is not required for SPAN based monitoring. If you hear slow/robotic audio when playing back a recording captured via SPAN, check to make sure you only receive one copy of traffic with your SPAN configuration.

-jt

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