Listening in to agent calls

[5c5administrator]

Hi,

we implemented IPCC version 4.0(4)SR01_Build029 last October with Call Manager 4.1 and wish to set up call monitoring and recording. We are using a mixture of 7940s and 7960s with Dell workstation using a broadcom NetXtreme 57xx gigabit controller. The voice and data are on seperate VLANs. Any assistance would be greatly appreciated?

Regards,

Darren.

[Muhammad Raza]

If you want to monitor a single agent then install CTIOS clien and execute the exe file on that path C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Tools\AllAgentsMonitor\AllAgentsMonitor.exe.

If you want to record the all contact centre calls use third party recording server.

Thanks.

M. Amir Raza

[Vladimir Lazovic]

Hi Darren

There is application Cisco Supervisor Desktop

With that app you can monitor and record one or all agents and all inbound or outbound calls, through Cisco Desktop Administrator app, you can set up recording of all calls, which you can listen, afterwords, through Cisco Supervisor Desktop and save/store them as .wav for later use or archive. Setting up recording of all calls is done through Cisco Desktop Administrator->Workflow->Agents->Default->then on the left is on what occasion you want to set which action, so you set on START, CALL CONTROL->call utility Record start. On FINISH, set End recording,

Files are stored on ipccx server, under program files->cisco->desktop audio.

Cheers

Vlada

[mmelbourne]

Be aware that Desktop Monitoring/Recording requires that the CAD PC is plugged into the IP Phone (IP Phone Agent doesn't support Desktop Monitoring) and the PC NIC needs to be dot1q aware to be able to loop the RTP stream back to the Supervisor Desktop.

[5c5administrator]

All,

thanks for your help. It looks like in fact that its a dot1q issue with the agents workstations. I have ran a sniffer on a PC and could only see the data VLANs, however after a change in the registry I can now see the voice vlans too after running a sniffer.

Will try monitoring calls with the 2 workstations and if it is succesful I will change all NIC for dot1q

Regards,

Darren.

[johnnylingo]

We appear to be having the same problem. Our NICs are Broadcom NetXtreme driver version 8.27.1.0 on HP / Compaq EVO D510 desktops.

What specific registry keys did you modify, and how?

[5c5administrator]

Johny,

I also had issues with the Broadcom NetXtreme drivers and I completed the followeing steps and it works great:

? Go to the registry.

? Search for TxCoalescingTicks entry, this should be at HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Class\4D36E972-E325-11CE-BBFC1-08002bE10318\0001 (ensure that this is the correct registry for the NIC driver.

? Right click on the instance number e.g. 0001 and add a new key string.

? Enter the name as PreserveVlanInfoInRxPacket and change the value to 1.

? Reboot the workstation.

Regards,

Darren.

[hujjat.fryback]

I have added this key string to the registry of two of our pcs (dell & IBM) that run CAD. I'm still unable to get any sort of audio (listening live or recorded) from those stations.

Anyone else still have these issues. The stations are running on Broadcom NeXtreme GB NIC's.

Thanks.

[david.macias]

Make sure that the VOIP monitor service is running and configured properly on the CAD server. What does the CAD log say when you try to silent monitor?

david

[hujjat.fryback]

The VOIP Monitor looks to be configured correctly all devices are pointing to the default monitor server, and "Enable Desktop Monitoring" has been checked. Only one of our locations is experiencing this, other locations work correctly.

Could you give me the name of the log file you wanted me to look at. Thanks.

[david.macias]

C:\program files\cisco\desktop\log\

Should be called supervisorXXXX.log. See what it says when you try to monitor an agent or post it here.

david

[hujjat.fryback]

Thanks David,

I took a look at the log and it does not seem to be logging all activity, this is what i got... during this snip in time I successfully listened to an agent at one location after unsuccessfully trying to listen to an agent at the location that is having issues...

08:30:30 03/09/2007 INFO Supervisor SA0307 Starting up

08:30:30 03/09/2007 INFO Supervisor ACM0830 Active value 0. Write Active value 1 to the HKEY_CURRENT_USER\SOFTWARE\Spanlink\TUP registry, then run TUP!

08:30:32 03/09/2007 MINOR Supervisor SA0765 Spawn update.exe and wait successfully.

08:30:42 03/09/2007 MAJOR Supervisor SSM0587 Call Chat auto-recovery message received

08:30:42 03/09/2007 INFO Supervisor SE0325 Successfully logged in user: 56910

08:30:42 03/09/2007 INFO Supervisor CC0447 Successfully added user: 56910

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0779 Playback auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0615 VOIP auto-recovery message received

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0560 Enterprise auto-recovery message received

08:30:42 03/09/2007 MAJOR Supervisor SSM0779 Playback auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0615 VOIP auto-recovery message received

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0615 VOIP auto-recovery message received

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0779 Playback auto-recovery message received.

08:30:42 03/09/2007 MAJOR Supervisor SSM0529 RASCAL auto-recovery message received.

08:32:50 03/09/2007 INFO Supervisor CC0447 Successfully added user: 56910

08:33:01 03/09/2007 INFO Supervisor CC0447 Successfully added user: 56910

08:33:57 03/09/2007 INFO SuperLogViewer VERSION:[Release 6.0.1.15] [ ] PLATFORM:[XP Service Pack 2]

[david.macias]

Look into turning up the tracing and make the logs as verbose as possible. Here is a sample log from a silent monitoring issue I had:

16:40:45.187 01/19/2007 INFO CSD0000 PlaybackCallbackAutoRecovery Playback auto-recovery message received.

16:40:45.578 01/19/2007 INFO CSD0000 EnterpriseCallbackAutoRecovery Enterprise auto-recovery message received.

16:40:45.578 01/19/2007 INFO CSD0000 SWFCallbackAutoRecovery Enterprise-SupervisorWorkflow auto-recovery message received.

16:41:21.812 01/19/2007 ERROR FCVMC1034CFcvmsMonitorServerList::getLdapValue Unable to get the MAC address for extension [30503] from the VoIP service [10.224.64.55]. VoIP service error returned.

16:41:21.875 01/19/2007 ERROR FCVMC1034CFcvmsMonitorServerList::getLdapValue Unable to get the MAC address for extension [30503] from the VoIP service [10.224.1.54]. VoIP service error returned.

16:41:21.875 01/19/2007 ERROR FCVMC1035 CFcvmsMonitorServerList::getLdapValue Unable to get the MAC address for extension [30503] from any VoIP service.

[hujjat.fryback]

After reading a few other posts I actually found the problem. It seems that for the 7941/61's there is an extra setting that needs to be changed, "SPAN to PC port" once that was enabled everything worked as intended.

Thanks for the help David.

[daljeetsingh1_2]

Hey brother...It worked for us as well "Span to PC Port" option..Bingo