Hi,
I assume you have configured spanning correctly.
1.Make sure there is no layer 3 device between the phone and the server, this is mentioned in SRND.
"The CSD can reside anywhere on the Cisco Unified Communications network, but no routing device should exist between agent phones and the Catalyst switch where Unified CCX server is connected for SPAN port monitoring."
2.Make sure voip monitoring service is running on both server if HA enabled.
3. Try disabling desktop monitoring from CDA web interface (Cisco Desktop Administrator), since you are doing span based monitoring, and not desktop monitoring, for the phones you are testing with.
4.Disable G722 on agents phone.
5.This is usually the issue in SPAN monitoring, enable promiscuous mode.
To enable promiscuous mode:
- Log into the ESXi/ESX host using the vSphere Client.
- Select the ESXi/ESX host in the inventory.
- Click the Configuration tab.
- In the Hardware section, click Networking.
- Click Properties of the virtual switch for which you want to enable promiscuous mode.
- Select the virtual switch or portgroup you wish to modify and click Edit.
- Click the Security tab.
- From the Promiscuous Mode dropdown menu, click Accept.
For desktop monitoring, you need to make sure
Span to pc port is enabled on device page.
G722 Disabled.
PC to voice VLAN access is enabled.
Phone and PC are daisy chained, PC port is enabled.
CDA should have desktop monitoring enabled.
in c:\program files\cisco\desktop\bin\postinstall.exe the correct IP of PC NIC should be selected.
These are some basic settings.
Here is the troubleshooting guide.
www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf
HTH
Chakshu Piplani
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