Remote Silent Monitoring

magesh · ‎02-27-2012

Hi All,

I have installed and configured Remote Silent Monitoring . I am able to authenticate and login with supervisor credentials from the PSTN . But unable to monitor Agent when i press 1 and enter the AGENT ID (ERROR "Proper authentication is not available for the supervisor to monitor the agent").

When checked logs CTIOS server and CVP logs is not giving authentication for the supervisor to monitor.

anchoudh · ‎02-27-2012

Hi,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise7_2/installation/guide/RSM_APR28.pdf

– Verify that the PhoneSim service is running, and is properly logged into

the device used for the CTI OS login attempt. (Refer to Chapter 3, RSM

Services.)

– Verify that the device is registered to the RSM server IP that is running

the PhoneSim service, in the Unified CM Administration interface.

– Verify that the device used for the login attempt is a member of the

VLEngine login pool. Only DNs in the login pool will be used as the CTI

OS login instrument for caller login attempts. If the DN is not a member

of the login pool, you may need to adjust the following registry keys for

the cluster configuration (refer to Appendix B, Registry Keys):

ClusterN_NumSimPhonesUsedForCTIOSAgentLogins

ClusterN_PhoneSim_StartMACRange

ClusterN_PhoneSim_StartLineNumRange

– Verify that the DN is listed as a valid device target in Unified ICME.

Device target entries must exist in Unified ICME for all device DNs in

the VLEngine login pool.

– Verify that the DN is associated with the appropriate pguser account.

– Try logging in with the same agent via the CTI OS desktop, with the same

instrument (e.g., 42071). If the login does not work, the problem may be

a general CTI OS login issue.

– Try restarting the RSM sever by restarting the VLEngine and PhoneSim

services. (Refer to Chapter 3, RSM Services.)

Thanks,

Anand

magesh · ‎02-28-2012

Hi Anand,

Thanks for the reply .We have Configured the same earlier and worked fine .After restarting the server we are able to authenticate the Agent ID from PSTN but still Agent RTP stream cannot be heard by Supervisor below are the logs for Phonesim.

phone sim logs

02/28/12 18:14:09 (India Standard Time), [1232] CHTTPServer.cpp :305 INFO - Received HTTP request with request_uri "/monitorAgent/1991/cvp/audio.wav", action "/monitorAgent" from machine with ip address 192.168.10.240 and port 25838

02/28/12 18:14:09 (India Standard Time), [1232] CHTTPClient.cpp :131 INFO - Sending HTTP request with request_uri "/vlengine/determineAgentCluster?agentID=1991&correlationID=0" to machine with ip address 192.168.10.77 and port 8080

02/28/12 18:14:09 (India Standard Time), [1232] CHTTPServer.cpp :431 INFO - Received HTTP response with value "correlationID=0&result=UCSCUCM" from machine with ip address 192.168.10.77 and port 8080

02/28/12 18:14:09 (India Standard Time), [1232] CHTTPClient.cpp :170 INFO - Sending HTTP request with request_uri "/vlengine/initiateMonitorAgent?agentID=1991&correlationID=0&phoneID=SEP00005E000009&lineID=5048" to machine with ip address 192.168.10.77 and port 8080

02/28/12 18:14:09 (India Standard Time), [1232] CListeners.cpp :131 INFO - Added to phone with extension 5048 the request for monitoring from machine with ip address 192.168.10.240 and port 25838

02/28/12 18:14:09 (India Standard Time), [1232] CHTTPServer.cpp :431 INFO - Received HTTP response with value "correlationID=0&result=SUCCESS" from machine with ip address 192.168.10.77 and port 8080

02/28/12 18:14:22 (India Standard Time), [1232] VoipCommon.cpp :845 ERROR - Client Socket : Send Failed :WSAECONNABORTED

02/28/12 18:14:22 (India Standard Time), [1232] VoipCommon.cpp :845 ERROR - Client Socket : Unable to send data :WSAECONNABORTED

02/28/12 18:14:22 (India Standard Time), [1232] VoipCommon.cpp :845 ERROR - Called from line 99 of file "CListeners.cpp"

02/28/12 18:14:22 (India Standard Time), [1232] CListeners.cpp :148 INFO - Deleted from phone with extension 5048 the request for monitoring from machine with ip address 192.168.10.240 and port 25838

02/28/12 18:14:22 (India Standard Time), [1232] VoipCommon.cpp :845 ERROR - Client Socket : ReceiveFrom Failed :WSAEINTR

02/28/12 18:14:22 (India Standard Time), [1232] VoipCommon.cpp :845 ERROR - Called from line 137 of file "CRTPStreamer.cpp"

VL engine logs

INFO | jvm 1 | 2012/02/28 18:13:51 | - CTI-AM-1-P1: Reserved phone ID 5043 with end reserve time of 1330432044109

INFO | jvm 1 | 2012/02/28 18:13:51 | - CTI-AM-1-P1: Login: Instrument "5043". AgentID: 1992; PeripheralID: 5000

anchoudh · ‎02-28-2012

Hi Mahesh,

Client Socket : Unable to send data

Please check if these ports are getting blocked at the client side, check for firewall blocking, CSA...etc.

Thanks,

Anand

Rajeshkumarp · ‎02-29-2012

HI Anand,

I am also facing the same issue above mentioned by Magesh, can you just explain what do you mean by client socket. As we are using port 29001and 8080 its working fine, but still facing the same problem. I can hear that you are connected press 1 the data if i press1 getting the error prompt as facing technical prblem.

Thanks

Rajesh

anchoudh · ‎03-01-2012

Hi Rajesh,

If you see the below section (exact error message and the recommended action) in the below link ( on page 84),

08/17/07 11:25:41 (Eastern Daylight Time), [4024]

VoipCommon.cpp :986 ERROR - Client Socket : Unable to

send dataUnknown Error

Recommended Action Refer to the “Cluster Configuration Registry Keys”

topic in Appendix B, Registry Keys, for information on how to modify the

start MAC range of the ClusterN_PhoneSim_StartMACRange parameter.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise7_2/installation/guide/RSM_APR28.pdf

Please try it and see it solves your issue.

Thanks,

Anand

amir.ayub · ‎09-08-2016

I am unable to monitor the agents and below error is coming:

INFO | jvm 1 | 2016/09/08 19:14:58 | - CheckUserCredentials: LOGIN ATTEMPT BEGIN
INFO | jvm 1 | 2016/09/08 19:14:58 | - CheckUserCredentials: ClusterID to use is 0; startline range 7001
INFO | jvm 1 | 2016/09/08 19:14:58 |
INFO | jvm 1 | 2016/09/08 19:14:58 | - CTI-AM-1-P1: Connecting to CTIOS Server 172.17.34.25:42028 (backup is 172.17.34.65:42028) for agent login attempt
INFO | jvm 1 | 2016/09/08 19:14:58 | - WaitOnMultipleEvents wakes up by eOnConnection
INFO | jvm 1 | 2016/09/08 19:14:58 | - CTI-AM-1-P1: Reserved phone ID 7002 with end reserve time of 1473343232714
INFO | jvm 1 | 2016/09/08 19:14:58 | - CTI-AM-1-P1: Login: Instrument "7002". AgentID: 5643; PeripheralID: 5000
INFO | jvm 1 | 2016/09/08 19:14:58 | - CTI-AM-1-P1(5643): Agent is in the eLogin state
INFO | jvm 1 | 2016/09/08 19:15:02 | - CTI-AM-1-P1(5643): Login successful. Elapsed time: 4 seconds.
INFO | jvm 1 | 2016/09/08 19:15:02 | - CTI-AM-1-P1: Disconnecting from CTIOS Servers 172.17.34.25:42028, 172.17.34.65:42028
INFO | jvm 1 | 2016/09/08 19:15:02 | - CheckUserCredentials: LOGIN ATTEMPT END -- SupervisorID: 5643; Result: "CREDENTIALS_VALID"
INFO | jvm 1 | 2016/09/08 19:15:21 | - GetCallToMonitor: Querystring: "supervisorID=5643&selectionType=skillgroup&selectionID=0&selectionMode=newest&outputFormat=vxml-cvp&cvpVXMLSvrHostName=172.17.34.30&cvpVXMLSvrPort=7000"
INFO | jvm 1 | 2016/09/08 19:15:21 | - GetCallToMonitor: Result: "NO_TALKING_AGENTS", CallStartTime: "0", RequestTime: "0
INFO | jvm 1 | 2016/09/08 19:15:43 | - CanMonitorAgentID: MONITOR ATTEMPT BEGIN
INFO | jvm 1 | 2016/09/08 19:15:43 | - CanMonitorAgentID: Result: "NO_PERMISSIONS"