Troubleshooting Guide

Supervisor Desktop Problems
March 2012 103
Problem When the supervisor selects an agent to begin CAD-based monitoring
(or an agent phone call to begin Unified CM monitoring), Supervisor
Desktop displays the speaker icon next to the call but there is no sound.
Solution For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring.
Problem The supervisor cannot log into the VoIP Monitor service, and receives
the error “Could not access sound card”.
Solution For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring.
Problem The sound quality is poor, and sounds choppy like a motorboat.
Solution For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring.
Problem The sound is lagged. There is a noticeable delay between when the
agent speaks and when the supervisor hears the sound on the PC
sound card.
Solution For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring.
Problem The supervisor scrolled the Data View (or Message View) pane sideways
to view more information, and the toolbar icons disabled.
Solution Click anywhere in the Team View pane to enable the toolbar again.