Cisco Unified Intelligent Contact Management Enterprise

Document ID: 28646

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Detect the Problem
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Related Information

Introduction

This document describes possible causes of sound distortion during playback or record, on agent calls.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Intelligent Contact Management (ICM) functionality

• Networking background

• Cisco Agent Desktop

Components Used

The information in this document is based on these software versions:

• Cisco ICM version 4.6 or later

• Cisco Agent Desktop versions 4.6 and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Detect the Problem

From the Supervisor desktop, when the silent monitor and record feature of an agent is activated, there is no sound or the sound can be distorted on either the monitor or record portion of the call.

If the silent monitor and record worked previously, review these steps to isolate and resolve these issues:

• Verify that the Supervisor monitors one agent at a time. You can, however, record several agents at one time.

• If the Supervisor log is open on the Desktop, they cannot monitor or record a call.

• In order to monitor voice conversations on the network, the VoIP Monitor Server must be connected to a port on the Cisco Catalyst switch that has been configured for port monitoring.

  This port must receive all voice traffic for the call center through the switched port analyzer (SPAN) port. All phones must be attached to this switch.

  Note: There are some restrictions for the Cisco Catalyst switch when you use the SPAN port. Refer to Configuring SPAN (Cisco Catalyst 5000 Series Switches) for additional information.

  If you make the digitized voice conversation available for review, you can use the network analyzer to monitor the voice packets on the SPAN port of the Cisco Catalyst switch.  If you see duplicate packets in the process of Silent Monitoring, it is an indication that you see the voice packet twice. In order to resolve this issue, verify that you only monitor one side of the entire voice VLAN on the Cisco Catalyst switch. One side means inbound (RX) or outbound (TX) packets only.

• If the VoIP server has multiple network interface cards (NICs), ensure that the Cisco Catalyst switch is correctly identified with the IP address that is supposed to receive the packets.

• In the Microsoft Windows NT profile, verify that you have access to the share drive on the file server where the .wav files are located.

• Verify that the .wav file does not have a file size of 1 KB, which indicates a 0 size file or no data recorded. The naming convention of  the .wav file contains the recording date (YYYYMMDD), the recording time (HHMMSS), and the user type (N user).

• You can also use the media player utility to determine if the sound card in the supervisor PC is defective.

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Related Information

• Technical Support & Documentation - Cisco Systems