UCCX 7 silent monitor over Windows VPN

[Andrew Skelly]

We have remote users that connect to our corporate network via Windows VPN.  However we are unable to monitor these users when they work remotely.  Get the "Silent monitor session failed.  Not receiving voice from agent's phone" message.  I'm pretty sure that Windows VPN is not supported by CCX 7 (Premium license).  However wondering if anybody has found a way to circumvent this issue to enable remote users over WVPN to be monitored.

[Jonathan Schulenberg]

I presume you are using CIPC?

There is no NAT or other packet manipulation happening on the Microsoft VPN head-end is there?

Are you able to open telnet sessions on the ports used for recording from/to CAD and the CCX recording server? This is the most common issue where something is blocking these ports.

Port Utilization Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1) - CAD ports are on page 13.