Supervisor Monitoring - UCCX 7

[dnmosier7]

I have configured supervisor monitoring via a seperate call in trigger however the supervisor does not get audio when monitoring all agents.  The call will connect and stay connected until the agent ends their call, so it is recognizing the call, but you can't hear audio from either side of the call.

Our agents are spread among multiple locations across the WAN. 

Does anyone have any ideas as to where I should begin looking to troubleshoot???

[Jonathan Schulenberg]

The way this works is that the CCX server needs a copy of the RTP packets. It only has two ways of getting this:

1. If CAD is running on a PC connected to the PC Port of the phone (IP Communicator works as well).
   • If you are using a physical phone the Span to PC Port parameter on the phone must be enabled.
   • Additionally, the NIC on the PC must support 802.1q tagged packets. Many desktop NICs do not pass 802.1q-tagged packets to the Windows NDIS stack by default. The Network Interface Cards (NICs) tested with Cisco Agent Desktop (CAD) and CTI Toolkit Desktop Silent Monitor - Reference Information document will get you started.
2. Directly SPANed (or RSPANed) to the secondary NIC of the CCX server. This likely isn't viable in your scenario since there is a WAN involved.

If you have CSD you can test this through there as well. It uses the same mechanism to monitor/record a call as the RMON script does.

[Anthony Holloway]

Great information Jonathan.  Also, the only two codecs supported for recording are G711 and G729.  If you have the feature for Advertise G722 enabled (this is on by default), then there is a good chance the phone will negotiate it, and fail the recording feature.