Silent Monitoring - Some engineers can, some engineers can't

tevans2 — Wed, 08 Sep 2021 15:39:25 GMT

We currently have a set up where we're using our proprietary admin application to perform Silent Monitoring on our agents via TAPI. We have a single TSP configuration for our engineers to use for testing and verification that owns all the lines our engineers use. We're having a weird scenario where I and a few other engineers are able to perform silent monitoring, but others with the exact same configuration, extension version, and TAPI code as everyone else can't complete their monitoring calls. When attempting to connect to Silent Monitoring, the Jabber window will pop up like it's attempting a monitor call (like normal), the duration timer will change to 0:00:00, then it will drop immediately and the monitor call won't complete. The monitoring requests look identical in the logs (minus the numbers being monitored. I've made sure that BIB is turned on and the monitoring lines have the right permissions) but for some reason one will connect to the silent monitor and the other won't. This is what the requests look like:

SUCCESSFUL:

10:49:43.179 | LineCallStartMonitoringRequest::Trace :dwSequenceNumber = 0x000000A4
10:49:43.179 | LineCallStartMonitoringRequest::Trace
dummyHeader.dwLen =104
dummyHeader.dwType =0
dwMagicCookie =0xFFFFDDDD
dwProtocolVersion =0x00100000
dwPDUNumber =231
dwHeaderSize =32
dwFixedSize =56
dwVariableSize =24
10:49:43.179 | LineCallStartMonitoringRequest::Trace
CtiLineHandle.callManagerId =1
CtiLineHandle.lineId =0x00012FD8
10:49:43.179 | LineCallStartMonitoringRequest::Trace
globalCallHandle.callManagerId =1
globalCallHandle.callLegId =0x0027993F
10:49:43.179 | LineCallStartMonitoringRequest::Trace
dwCallingAddressOffset =0x00000058
dwCallingAddressSize =7
CallingAddress =355044
dwDestAddressOffset =0x0000005F
dwDestAddressSize =7
DestAddress =355043
dwDeviceNameOffset =0x00000066
dwDeviceNameSize =10
DeviceName =CSF355043
dwCallID =0x02132DB7
dwTone=3
dwMonitorMode =1
10:49:43.179 | TSPI_lineDevSpecific() TSPI_lineDevSpecific returns = 0x00010036

FAILURE

10:53:39.412 | LineCallStartMonitoringRequest::Trace :dwSequenceNumber = 0x0000027E
10:53:39.412 | LineCallStartMonitoringRequest::Trace
dummyHeader.dwLen =104
dummyHeader.dwType =0
dwMagicCookie =0xFFFFDDDD
dwProtocolVersion =0x00100000
dwPDUNumber =231
dwHeaderSize =32
dwFixedSize =56
dwVariableSize =24
10:53:39.412 | LineCallStartMonitoringRequest::Trace
CtiLineHandle.callManagerId =1
CtiLineHandle.lineId =0x00012FD0
10:53:39.412 | LineCallStartMonitoringRequest::Trace
globalCallHandle.callManagerId =1
globalCallHandle.callLegId =0x00279941
10:53:39.412 | LineCallStartMonitoringRequest::Trace
dwCallingAddressOffset =0x00000058
dwCallingAddressSize =7
CallingAddress =355048
dwDestAddressOffset =0x0000005F
dwDestAddressSize =7
DestAddress =355007
dwDeviceNameOffset =0x00000066
dwDeviceNameSize =10
DeviceName =CSF355007
dwCallID =0x02132DBF
dwTone=3
dwMonitorMode =1
10:53:39.412 | TSPI_lineDevSpecific() TSPI_lineDevSpecific returns = 0x0001024B

Any help would be appreciated

topic Silent Monitoring - Some engineers can, some engineers can't in Call Control

Silent Monitoring - Some engineers can, some engineers can't