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Silent Monitoring can't hear Customer

hi,

Kindly I have uccx 7.0 with CME 7.1
I'm trying to use silent monitoring and I can monitor and record agent calls successfully
But in both cases,I have a strange issue,,

I can hear only the agent sound and the customer sound isn't heared while monitoring or recording


So please advise what may be the isse

I have "service phone spantopcport 1" that is recommended from CME CLI for silent monitoring to work
And If I modify it to 0, I can't chat and the agents will disappear and appear in CSD


So please advise

Thanks

1 REPLY

Re: Silent Monitoring can't hear Customer

Hi,

I think I have got closer to the reason,

It could be the agent ip phones it self not forwarding the customer stream to its port

that Always, I'm finding "Span To PC Port" always No , Although modifying Service phone spantopcport 1 or 0 under telephony-service and crea cnf and resetting the phones make no change

So the issue now is how to make  "Span To PC Port" on the Ethernet configuration to Yes

I have 7911G phones, and when unlocking the keybad, I didn't find any other choice to make it yes

so please help

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