Failed Silent Monitor IPCC Enterprise CTIOS agent software

[sjhern]

I have IPCC Enterprise, ICM5 SR8, CTIOS 5.1 sr8

I have been implementing Silent monitoring to all of our remote locations and have had a succues rate of about 50%. I have identical workstations with idenical NIC's but am not able to hear one person, when I can monitor the agent right next to her. On the workstations that work I can run Ethereal and see numerous UPD packets but not on the workstations that cannot be monitored. I have check the Drivers and they are the same, workstations are the same and permissions are the same. They all ahve the same version on WinPCAP and CTIOS. I have set the NPF Kernal setting to AUTO start for the WinPCAP, I have logged in as administrator. still no resolution..

[tapk5]

Pick up one machine to install netmon, point to an empty folder, so it will prompt you for the file name, and you could copy the files one by one from i386, so you will know all required files for Netmon. When you install for new machine, you only need copy the required files instead of i386 folder to that machine.

Wei

[sjhern]

These are the two network cards that we predominantly have, are with supported?

Broadcom NetXtreme 57xx Gigabit Controller

Intel PRO / 1000 MT

[missysmith]

We have both of those..as far as being supported..that is a sticky question. What we got from the CCBU was that they don't test all of the NIC's but they can send you a testing procedure and you can test yourself. That was unacceptable for my management however our onsite Microsoft guy find the Netmon solution for us and it has been working.

[tapk5]

Intel Pro has some problems working with Sniffer. (I assume agent desktop works with the same way as Sniffer), there is workaround from Intel.

http://www.intel.com/support/network/sb/cs-005897.htm

Broadcom doesn't work with old vesion of Sniffer.

Wei

[Tim Smith]

Hi Guys,

Does anyone have any updates on this thread?

I am having similar probs. Though we are now on ICM v6.

Cheers,

Tim.

[sjhern]

Just to provide some insight into this problem, After trying everything discussed in this thread, I was able to get about 90% of all agents configured so that their supervisors where able to Silent Monitor.. Using the Intel NICs and Broadcom NIC's

The other 10% of those who could not be monitored, we gave up and purchased a Call recording software called Behavioral Analytics..

Probably not what you wanted to hear..

[Tim Smith]

Hmm, yeah it does sort of look a bit dodgy :)

Any other tips on getting it going?

Were the 10% always the same agents? Same machines and everything?

Cheers,

Tim.

[sjhern]

well, Odd thing is, we have 2 types of PC's Dell's with Broadcom, and NEW IBM's with Intel NIC's it was specific to the Machine not the agent.. Either the Machine worked or It didnt, It also didnt matter if it was the IBM or the Dell's I have had 2 identical machines in every way with same hardware, reg settings, firmware version, WINPCAP versions, you name it, and have had one work and one not.. Tried different switch ports, different Agent ID's, Different versions of CTIOS, still those machines that didnt work, just didnt work...