1) From the Navigation bar please Select “Cisco Desktop Administrator”
2) Then go to Services Configuration --> Multiline, Monitoring and Recording --> VOIP Monitoring Device
Make sure that default "Monitor Service" is selected and "Desktop Monitoring" is enabled for each agent
------------------- Agent’s PC side -------------------------
1) On C:\Program Files\Cisco\Desktop\bin ---> PostInstall.exe -> This should have the correct IP address of the NIC card that the computer is using. (If the computer is using 2 NIC cards (Wireless and Lan), one of them should be disabled. So, if they leave the LAN NIC enable, they should be using that IP address on Postinstall.exe
----------------------------- Other things to check --------------------------
1) NIC binding should have the NIC used to record as the first one at the Agent and Supervisor PCs.
My Network Places -> right click -> properties -> Advanced -> Advanced settings -> the recording NIC should be the first one at the connection field. If not, correct it and reboot the PC.
2) Recording Count should NOT be ZERO:
Go to Cisco Unified CCX Administration --> System > System Parameters and set the number of the recording count appropriately.
3) Please go to UCCX Serviceability from Navigation bar, go to tools --> Control Center and restart the Cisco Desktop Voip Monitor Service. This won’t affect server’s production.
4) Please run a NICQ test, doing this we will see if your current NIC CARD is or not supported for Monitoring and Recording
Go to agent’s computer
Go to C:\Program Files\Cisco\Desktop\Bin and look for NICQ.exe
Then make a normal call and select option 1. You will see if the NIC works or if there is a failure. If so that means that your NIC CARD is not supported.
As soon you have finished the test, on the same location (C:\Program Files\Cisco\Desktop\Bin) you will see a NICQ_output file, you can open it with notepad.
Certain NICs are configured by default to strip VLAN tags, which does not allow Desktop Monitoring to work. These NICs have published instructions for how to manually configure
them to pass VLAN tags
From Local area connection --> configure --> you will see if the NIC has or not the “QoS Packet Tagging”, if it has the option available make sure that It is “ENABLED”.
To summarize we need to collect the following logs :
>> NICQ Test results .
>> Agent and Supervisor logs from respective PCs.
>> Recording & Statistics and VOIP monitor service logs from UCCX’s RTMT.
>> Packet Captures from UCCX servers.
>> Wireshark Captures from Agent and Supervisor’s machines.
++ Procedure for Logs / Wireshark collections :
-->Install wireshark on agent PC, on supervisor PCNote down the agent phone MAC address, agent phone extension, agent PC extension, agent phone ip address and agent PC ip addressNote down the Supervisor PC ip address and the MAC address.Note down the UCCX server ip address and MAC address
-->Take a test phone from where you will be making the test call to the agent phone and note down the Extension, MAC address and ip address of this test phone .EnableAgent debug logs on the agent PC:C:\programfiles\Cisco\Desktop\config\Agent CFG file and set the threshold from OFF to DEBUG and save the fileEnable Supervisor Debug logs: C:\programfiles\Cisco\Desktop\config\Supevisor CFG file and set the threshold from OFF to DEBUG and save the fileTest:1) After enabling the debug logs ask the supervisor and the agent to close the CAD and CSD application and again launch it.2) Start the wireshark on the agent PC, supervisor PC and the UCCX server.3)Make a test call from the test phone to the agent phone and ask the supervisor to monitor this call and ask the agent and other party to talk for at least 30 to 40 seconds.4) Note down the time when this test call is made .
5) Let the call go for more than 15 minutes after that the caller can hang up the call and the agent as well .
6) Stop the wireshark, save the files and name them as agent capture, supervisor capture and server capture.
7) Collect the agent logs and agent debug logs from the agent PC, C:\programfiles\cisco\desktop\log and collect the latest “Agent.dbg” and agent log file .
8) supervisor logs and supervisor debug logs from the supervisor PC, C:\programfiles\cisco\desktop\log and collect the latest “Supervisor.dbg” and supervisor_log file .
9)From RTMT tool collect the “Cisco Desktop Recording and Statistics Service” and “Cisco Desktop VOIP Monitor Service”.
>>>> Once this is being done the same time from the CLI of the UCCX server run the following command :
# network capture eth0 file packets count 100000 size all
Now once the call is active then the captures would be running for more than 15 minutes on agent’s PC and the UCCX server ( CLI ) .
Collect the Packet capture logs from the RTMT tool .