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Call Monitoring no audio for one agent

robcav86
Beginner
Beginner

One (and only one so far) agent we are not able to monitor. 

The monitoring session starts, and the display on the supervisor phone shows their name, but there is no audio.

With other agents, it works fine. 

 

Can anyone suggest some troubleshooting?

 

I have had the agent log out of EM and back in; I have confirmed that the hardware is set up identical to other working phones (as far as BIB and Monitoring CSS)

3 REPLIES 3

Ratheesh Kumar
Advisor
Advisor

Hi there

 

Which platform are you using? CAD or Finesse and also the UCCX version.

 

Most of the monitoring issues could be related to the firewall/anti-virus/port blocking etc settings on the Agent PC. Worth checking the below link as its identical to your case.

 

https://community.cisco.com/t5/contact-center/supervisor-can-silent-monitor-but-can-not-hear-the-agent/td-p/2870458

 

 

Hope this Helps

Cheers
Rath!
***Please rate helpful posts***

 

The agents receive their phonecalls through 7945 desk phones with extension mobility, how would firewall or antivirus affect this?
I checked the phones and the device profiles and they match other working ones

Charlie261804
Beginner
Beginner
Hello Can you validate the codec that is assigned to the phone through the device pool? Normally when there is no audio it is a codec problem. Another additional recommendation is to delete the extension and recreate it using a profile that works well. regards
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