Cisco Supervisor Desktop Live Monitor Grayed Out

[pillbox182]

We about about 4 PC's where the Live Monitor button in CSD is grayed out and we can not select it. It is not the user accounts as the user can log into the PC next to it and it works perfectly fine. Is there something on the PC that could be blocking this?

[anchoudh]

Hi William,

Have you logged into CAD on the Supervisor dekstop. Because you need Supervisor to login into CAD for performing the Recording and Monitoring operations.

If the buttons are there, but grayed out, make sure you are clicking on the call and not the agent name.

Hope it helps.

Anand

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[Mark Marussich]

I do not believe there is a correct answer yet.  Supervisor alone works, for us, for monitoring without logging into CAD. Also, for the clicking, it functions the opposite for us:  it works when clicking on the agent name, and not the call.

[DJ Kulkarni]

Hi,

I have same issue 9.0.2 UCCX CSD suddenly grays out and then comes back sometime.Also I tried to restart the services after checking the CSD logs

2016-08-24 10:39:18:546 INFO DESK1003 Successfully added user.
2016-08-24 10:39:20:009 WARN STD3000 Create registry key <SOFTWARE\Calabrio\CAD\Enterprise Data> Access denied: <5:Access is denied.>.
2016-08-24 10:39:20:010 WARN STD3000 Create registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Access denied: <5:Access is denied.>.
2016-08-24 10:39:20:010 WARN STD3000 Open registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Object not found: <2:The system cannot find the file specified.>.
2016-08-24 10:39:20:010 WARN STD3000 Open registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Object not found: <2:The system cannot find the file specified.>.
2016-08-24 10:39:20:010 WARN STD3000 Open registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Object not found: <2:The system cannot find the file specified.>.
2016-08-24 10:39:20:010 WARN STD3000 Open registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Object not found: <2:The system cannot find the file specified.>.
2016-08-24 10:39:20:010 WARN STD3000 Open registry key <SOFTWARE\Calabrio\CAD\Enterprise Data\setup> Object not found: <2:The system cannot find the file specified.>.

Also the CSD user is wired I rebooted the machine as well but still the same.Please let me know if any update

Regards,

DJ

[Mark Marussich]

We just had this issue, after a failed monitoring session due to network access list.  The supervisor had a greyed out monitoring button.  Rebooting her machine resolved the greyed out button issue.