WIN7 PC's Firewall Blocking Cisco CTIOS Silent Monitoring Sessions

[rachelle]

So, I have scoured the internet and found all sorts of ports to open and the 'silent monitoring service' is allowed but, we are only able to hold a session open for about 15 seconds, before it fails. The error message generated says that there is no voice found coming from the agent device.... not true. It also says that the phone isn't connected to the network.... also not the case.

If we stop and disable the PC's firewall then, we can open a session and it holds open. So, it is a WIN7 Firewall setting but, which one? We are going nuts but, we can't be the first people to experience this blockage. Does anyone know the magic sequence of settings to restore this service to full functionality, post WIN7 OS upgrade?


Please and Thank you!!!!!




no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.

 

[whykap]

what version of UCCX?
is it windows 7 64bit?
Did it work with the windows firewall on before you upgraded? or was windows firewall off previously?

 

[rachelle]

We are UCCE 8.5
WIN7 is 64bit
We were on XP before and it was off

Our new security requirements demand that it be on.


Thanks for the help.

no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.

 

[whykap]

All troubleshooting docs ask for windows fw to be off. There might be a way around it but it would be up to your windows team to find what needs to be allowed through the fw to silent monitor. Also certain antivirus sw block silent monitor and recording.
If Windows fw is a must and you can't find a workaround (doubt there is one), you will need to forgo silent monitor. It sounds like an internal business case for your organization.
A cisco TAC case might be your best option here and it will give you support for your case if need be