Quick Setup Guide

Troubleshooting

November 2013 79

2 Speakers or

headphones

•Are they broken?

•Do they have power?

• Are they plugged into the computer correctly?

• Are they turned on?

• Is the volume turned up?

3 CAD

supervisor

workstation

• Is Cisco Supervisor Desktop running correctly?

• Any errors reported?

• Is the call still active?

• Are the callers speaking?

• Is live monitoring or recording shown as “in service”?

•Is the PC hung?

• Is the network cable plugged in?

•Is the network cable good?

• Is there network connectivity?

• Is there available bandwidth on the network connection?

• Is the CPU usage too high due to excessive debugging or

another application?

4 Firewalls • Are the correct ports in the firewall open?

• Is VPN connectivity being used with an unsupported

application?

• Can other PCs ping the supervisor’s IP address?

5 LAN • Does the LAN lack bandwidth?

• Is other traffic moving smoothly over the network?

6 IP phone

configuration

• Is the phone configured correctly in Unified CM?

• Is it set to send voice packets out of the second network

port?

• Is it using a codec other than G.711, G.729, or G.722?

• Is the phone registered and active?

CAD Only:

• Is extension mobility configured, and is the agent logged

into the extension mobility service?

• Is extension mobility configured correctly?

Table 9. Possible causes of failure in monitoring/recording

(cont’d)

No. Component Issue