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The silent monitoring and recording features do not work when an agent uses a Cisco IP Softphone

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Core Issue

The agent is using a Cisco IP Softphone as the agent device. This must be indicated in the Computer Telephony Integration (CTI) port device name.

Resolution

On the Cisco CallManager Administration web page for the Softphone CTI port, configure the CTI port device name to be "SEP", followed by the MAC address of the Softphone PC. Letters in the MAC address must be capitalized.

For additional information, refer to Troubleshooting Cisco Customer Response Applications.