If you are pretty sure that ports being blocked is the issue, unblock below listed ports in Agent and supervisor desktop. In CAD: TCP:65432; 59000; 59003; 59004; 38983;8088;59020; 59002;37606;59005 UDP 59500-59700 Similarly in case of CSD desktops it's  required to unblock the below listed ports: TCP 59021;59010;59012;59014;59016 59002,37606, 59005,59027 UDP 59500-59700   Flow: Briefly, packets are spanned to the desktop NIC from the phone. And then, they will be forwarded to the supervisor desktop. CAD server components are involved in signalling part mainly CAD VoIP monitor service. -Sunil ... View more

Can you still double check the items I listed above? Per my experience, all the time when this reported, it was an issue with the ports/firewall.   -Sunil ... View more

In the CAD Admin web page, go to Services Configuration->Multiline Settings->Display Settings. Make sure that 'Enable Barge in / Intercept' is checked. Perhaps, you have checked this already.   Have you tried restarting the CAD servers instead of just Tomcat service? What's the version of CAD?   -Sunil ... View more

https://supportforums.cisco.com/discussion/12212401/what-are-bugs-cucm-851   ... View more

The release notes will have a list of caveats. Additionally, you can take a look at the CISCO bug tool kit(See attached). There is an option to export the data to an excel sheet. And then you can sort out to filter only the bugs affecting your exact release(say 8.5.(1.119)).   In addition to all these, you can also contact your CISCO account team and TAC for any recommendations. -Sunil ... View more

I think this is once again an issue with the ports/firewall . All the required ports are not unblocked in rep's desktop. Before checking this, make sure that CAD is listed in the list of exception in firewall. In CAD: TCP:65432; 59000; 59003; 59004; 38983;8088;59020; 59002;37606;59005 UDP 59500-59700 Similarly in case of CSD desktops, it's  required to unblock the below listed ports: TCP 59021;59010;59012;59014;59016 59002,37606, 59005,59027 UDP 59500-59700 This is mandatory even though CAD or CSD is in the list of exception in firewall. Note: Since you don't see this problem with other reps, looks like your(supervisor) desktop is okay.   -Sunil ... View more

Can you try this: Go to CAD Admin web page Services Configuration-> Remove VoIP/Recording & Playback Services   Make sure that there are no IP addresses of any servers in the Recording & Playback Service menu. If there are some, select them and press ‘Remove’ button to remove them.   Please make sure that you close CSD, CAD completely and login back to see the changes. I haven’t tried this before but I think this would disable the recording buttons in CSD. I don’t know whether it needs CAD services restarts(all).   -Sunil ... View more

Whenever this happens, close the CAD, restart CAD service in the desktop, login again. This is just to make sure that restarting the service is fixing the issue and not the postinstall.   Very important item in postinstall.exe is the IP address of the NIC which has the audio packets. This IP address shouldn’t change. If desktops are getting dynamic IP and that’s not the one being configured in postinstall, this problem can occur. This is very unlikely.   It’s possible that it could be AV or firewall. Make sure that all the required ports are unblocked(refer port utilization guide). Regards, Sunil   ... View more

If your HDS AW is DDS-HDS type(Detail Data Server), you get all the reports from your HDS AW. DDS will include tables such as RCD and TCD records. These records are not available in your HDS AW if it's not DDS AW type. It's also not recommended to run complex queries from the loggers. -Sunil ... View more

I don't think making changes in the SAL database like this, updates the Logger DB. I think this causes synchronization problems. So, even if this works, it doesn't seem to be a good idea. -Sunil ... View more

What do you see in the Router Log viewer whenever call drops? ... View more

Hi, I beleive the voice path is dropping. Can you ask your rep to check the status of headset button in the IP communicator? If it's turned off, turn on and see whether it fixes the problem. -Sunil ... View more