Quick Setup Guide

Configuring and Troubleshooting VoIP Monitoring

80 November 2013

7 Recording

Solution

supervisor

• Is the correct phone extension entered for live

monitoring?

• Is the supervisor’s phone able to be called normally by

the agent’s phone?

• Is the agent’s call already being live monitored by

another supervisor?

8 Recording

Solution

Desktop

• Is the application running properly?

• Is the correct agent selected for live monitoring?

• Is the agent on a call?

• Did the supervisor click the correct Live Monitoring

button?

9 IP switch • Are switch ports configured correctly?

• Is SPAN/RSPAN/port monitoring set up correctly?

• Is the switch running smoothly?

10 IP phone • Is the phone model supported for the type of monitoring

being done?

• Are the cables plugged in correctly?

• Is the phone powered up?

• Is the phone daisy-chained to the agent’s PC for desktop

capture?

• Is there more than one IP phone daisy-chained to the

agent’s PC?

• Is there a router between the phone and the PC?

• Is the phone muted?

• Does the handset work?

• Can the other party on the call be heard on this phone?

• Is the correct agent device being monitored?

• Is there an active call?

• Is the phone plugged into a switch port that is part of the

SPAN/RSPAN/port monitor (for server capture)?

Table 9. Possible causes of failure in monitoring/recording

(cont’d)

No. Component Issue