Quick Setup Guide

Troubleshooting

November 2013 81

11 NIC • Is the NIC installed properly?

• Are the NIC drivers installed and running?

• Are the drivers up to date?

• Is this NIC known to be supported or not supported?

• Are there additional configuration steps required to make

this NIC work properly?

• Is the phone properly connected to this NIC?

• Is there more than one NIC on the PC?

12 Registry

entries

• Is the Cisco software installed correctly?

• Is the monitor device name in the registry correct for the

NIC that is connected to the phone?

13 CAD Agent

Desktop

• Is CAD installed correctly?

• Is an unsupported soft phone being used?

• Is unsupported VPN software being used?

• Is the software reporting any errors?

• Is the desktop monitoring subsystem active and

functioning?

• Are there available CPU resources?

• Are the monitoring and recording features shown as “in

service” (CAD only)?

• Does the agent have an active call?

• Is the SPCD/QMPD driver loaded and running?

• Are packets being captured from the NIC?

14 Recording

service

• Is the service installed correctly?

• Is the service active?

• Is the disk full?

• Do the recording files exist?

• Is the server behind a firewall or router?

Table 9. Possible causes of failure in monitoring/recording

(cont’d)

No. Component Issue