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New Member

UCCX Premium Remote Monitoring

Remote monitoring feature in UCCX Premium 8.5, Using the rmon.aef script I've created the application and a supervisor user. I can call the application using the rmon.aef script and login as well as enter in the extension of the agent i wish to monitor. My issue is I get no audio stream to the monitoring phone? When the agent call ends the monitoring session finishes so it is connecting to the agent for the remote monitor just no audio stream. Wondering if there is anything i'm missing?                 

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6 REPLIES

Re: UCCX Premium Remote Monitoring

There are lots of reasons why monitoring and recording can fail in an environment.

There are also lots of troubleshooting steps to verify a working environment as well.

You can start by searching these forums for terms like "monitoring not working", "silent monitoring", "remote monitoring", etc.

You may even find, within those posts, links to configuration and troubleshooting documents, such as:

http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

The most common issue is, your regions are G711, and the IP Phones are negotiating G722, which cannot be recorded.

To verify, when an Agent is on a call, double tap the ? button on the phone and read the codec.

If  it's G722, in CUCM, go to the Agent's phone, and switch the Advertise  G722 from Use System Default to Disabled, save and reset, try again.

Anthony Holloway

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Anthony Holloway

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New Member

UCCX Premium Remote Monitoring

Using the same phone silient monitoring from the CAD supervisor desktop agent works. Just not the Remote Monitoring even when dialing from the same phone that the CAD supervisor was on. Call setup is 711.

New Member

Hi,I've the same issue.

Hi,

I've the same issue. dialling between phone I can see G711u established.

while on remote monitoring with rmon.aef the supervisor login, choose the agent/CSQ but no Audio can be listen.

Did you find the solution?

Thanks,

Rui

New Member

Hi All

Hi All

I am also facing the same issue while remote monitoring using rmon.aef script. The script works well till the monitoring phase. I am not getting any audio while monitoring the agent. Any clues !!

Regards

Rath!

New Member

Hi Harrison

Hi Harrison

just wondering, did you sort out this issue? I know its been years. Sorry to dig it up :(

Regards

Rath!

New Member

Folks, anybody got a clue on

Folks, anybody got a clue on this.

I am getting the rmon script prompts >> Proceeds to enter Agent details >> Then goes for a NO Audio session. I cannot hear anything. Absolute no error messages

Cheers

Rath!

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