Agent monitoring

[jowenjowen3]

Express premium 4.0(5)Build 042. I cannot monitor certain agents. No audible, same NIC's, same PC's, I updated NIC driver, reprogrammed agent in CM. Any ideas welcome,,please help?

[david.macias]

CallManager settings are the same?

david

[thomasarun]

Go to Desktop administrator -->voip monitor check whether the particular phone is showing or not.

[mmelbourne]

Check Desktop Admin to ensure the phone is enabled for desktop monitoring. If the agents use 7941/61s check that the phone "Span to PC" option is enabled; it is disabled by default.

There's a good document here:

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

Please rate helpful posts!

[gmorrow]

I am having the same issues as the person above. I can monitor about 28 people, but there are 3 that i cant hear anything. Same NIC's, all the settings are the same in call manager, and VOIP monitoring is enabled on the desktop administrator.