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Beginner

CCX Finesse, Cannot hear during silent monitor

Hi All!

First, I am a new to the Cisco PBX world; please be gentle.

I have an issue where I cannot silent monitor through Finesse.  I show connected/monitoring, however no sound via the IP Communicator.

We're running :

CCX 10.6.1000000-39

CUCM 10.5.2.11900-3

IP Communicator 8.6.4.0

Verified the following:

Built in user bridge enabled

Call space correct

Agent skills verified

Agent enabled for call monitoring

Agent enabled for cti

Behavior Recognized:

Showing monitoring on IP Communicator

No audible sound

I have exhausted the scope of my minimal knowledge.  All my online recon is coming back with a similar scenario with CAD, although nothing for Finesse proper.

In the following discussion, https://supportforums.cisco.com/discussion/13014691/supervisor-can-silent-monitor-can-not-hear-agent , someone references SPAN configurations within CUCM associated with the user device, however I cannot seem to find these.

Any suggestions on what to do next? 

Greatly Appreciated!
Dave

4 REPLIES 4
Beginner

Re: CCX Finesse, Cannot hear during silent monitor

I am having the same issue. How did you fix it?
Highlighted
Beginner

Re: CCX Finesse, Cannot hear during silent monitor

we also have the same problem, no errors given

VIP Collaborator

Re: CCX Finesse, Cannot hear during silent monitor

Hi there

Please try this

 

  • Check the windows firewall permissions.
  • Check the device name of CIPC. Make it in ALL CAPS

See that helps

 

Hope this Helps

Cheers
Rath!
***Please rate helpful posts***

Beginner

Re: CCX Finesse, Cannot hear during silent monitor

Hi Dave,

 

you would find the "SPAN to PC" port option only on (the agents) desk phones, eg. an 8841.

This option would allow the phone to forward/mirror packets from the phone port to the PC port.

If you are only using CIPC I guess there is no need for that.

 

Cheers,

Pier

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