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New Member

Call Monitor with Supervisor Agent

We are monitoring our agents calls from time to time and everything was working up until yesterday when we swapped their 7960 phones out and gave them 7965 phones. Now you get a error message from the supervisor desktop and can no longer monitor their conversations. The agents (desktop agent) works fine.

I know 7965 phones are supported (at least Cisco says they are), we also resynced jtapi through the UCC Express interface as well as associated the new phones with jtapi via Call Manager.

The only thing not working is the recording feature.  Any ideas?

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Super Bronze

Re: Call Monitor with Supervisor Agent

Hi

On the CCMAdmin phone configuration page, ensure that 'Span To PC Port' is enabled. Default is that RTP cannot be seen by the agent PC, so desktop monitoring won't work.

Also check the 'Advertise G722' is disabled, as this isn't supported by desktop monitoring or sniff based recording.

And don't forget to reset the phone afterwards

Regards

Aaron

Please rate helpful posts..

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
2 REPLIES
Super Bronze

Re: Call Monitor with Supervisor Agent

Hi

On the CCMAdmin phone configuration page, ensure that 'Span To PC Port' is enabled. Default is that RTP cannot be seen by the agent PC, so desktop monitoring won't work.

Also check the 'Advertise G722' is disabled, as this isn't supported by desktop monitoring or sniff based recording.

And don't forget to reset the phone afterwards

Regards

Aaron

Please rate helpful posts..

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: Call Monitor with Supervisor Agent

awesome!  Works like a charm!

thanks!!

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