Hi Alanrstat,
No packets were received for at least the first 15 seconds of the call:
Description. When you are monitoring an agent’s customer contact, you can hear nothing.
After 15 seconds, an error message indicates no packets are being received. Your attempt
to record the agent’s customer contact results in an empty recording. The agent’s desktop is
monitored using desktop monitoring.
Action. The following device settings are required for desktop monitoring to function
correctly in Quality Management.
NOTE: Not all devices or Unified CM versions use all these settings.
Configure those that do appear for your device and Unified CM version.
In Unified CM Administration, in the Product Specific Configuration section of the Device
Configuration screen, configure these settings:
• PC Port—Enabled. If the PC Port is not enabled, the agent PC that is connected to
the port will not have network access. No voice streams will be seen by the desktop
monitor module.
• PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not enabled, no
voice steams will be seen by the desktop if the desktop is not a member of the same
VLAN as the phone.
• Span to PC Port—Enabled. If the Span to PC Port is not enabled, the voice streams
seen by the phone will not be seen by the desktop monitor module.
In the Device Information section of the Device Configuration screen, configure this setting
as follows:
• Device Security Mode—Non-Secure or Authenticated. If the Device Security Mode is
set to Encrypted, the voice streams can be seen but will not be converted correctly,
causing the speech to be garbled.
You must also configure the agent phones to use the G.711 or G.729 codecs. Other codecs,
such as G.722, are not supported for silent monitoring and recording.
Please refer the page 47 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/troubleshooting/guide/qm852-troubleshooting-guide-cisco.pdf
Hope it helps.
Anand
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