UCCX8 Voice Monitor issues?

[billmatthews]

We're running UCCX 8.02 SU1, and having some quality issues with Supervisor Desktop voice monitor.  We often only hear one side of the conversation (the third party, not our agents).  If we do hear both sides, they are out of sync.  We'll hear the third party answer a question before we hear our agent ask the question.

Any idea where we should look to troubleshoot?  Or is this just as good as it gets?

Thanks

Bill

[Anthony Holloway]

What monitoring solution have you implemented?  CAD Desktop, CXX SPAN, QM (and all its variants), or third party?

[billmatthews]

Well for fulltime call recording we use QM v8 using Network Recording (Build in Bridge, not SPAN).

But for Cisco Supervisor Desktop voice monitor I believe it uses CAD Desktop to spawn a copy of the RTP stream?  I wasn't aware voice monitor supported SPAN.

[Anthony Holloway]

Do you have your UCCX IP and ports setup in QM admin to filter out the traffic?

[billmatthews]

We do have the UCCX IPs listed as exclusions in QM (but no ports?).  But our problem is not with QM.  The QM recordings sound good.

The problem is with Cisco Supervisor Desktop 8.0.2.200's Voice Monitor feature. It'll often sound out of sync.