Quick Setup Guide

Contents
■ Troubleshooting 78
Identifying the Problem’s Location 78
Common CAD Issues 82
Common Recording Solution Live Monitoring and Recording Issues 82
Agent not on the Live Monitoring agent list 84
Error trying to live monitor an agent 84
Agent calls not recorded 85
Audio recordings contain no speech 85
Recordings for SPAN-configured agents are on the agent desktop 86
Call recordings contain pops and clicks 86
Call recordings are poor quality 87
Portions of an audio call are missing 88
■ Troubleshooting Procedures 89
Verifying Sound Card Functionality 89
Verifying Registry Settings 90
Verifying that the Correct NIC Is Being Used 90
Testing the Sniffing Adapter 90
Testing the Desktop Monitor Library 91
Verifying that Required Applications are Running 91
Opening a TAC Case 92
A Cisco Catalyst Switch Capabilities 93
SPAN-Related Feature Descriptions 95
B Supported IP Phones 97
Desktop Capture Method 97
Server Capture Method 97
Unified CM Capture Method 98