The agent or device you selected has disabled Silent Monitor Functionality

We use CTIOS 8.5 and  we developed a CTI bar  based on “CTI Toolkit AgentDesktop” sample (Win32 CIL) 

I'm trying to implement Silent Monitoring in order to allow the supervisor to listen our CTI bar.

I've added a Silent Monitor Manager in the session

   Dim errorcode As Long
  Dim args As New Arguments
'Create the silent monitor manager
m_SMManager = m_Session.CreateSilentMonitorManager(args)
'Make the object the current manager
errorcode = m_Session.SetCurrentSilentMonitor(m_SMManager

I Start Monitored Mode on "OnSilentMonitorStartRequestedEvent".

But when I try to monitor my agent with the Supervisor Tool I have the following message 

"The agent or device you selected has disabled Silent Monitor Functionality"

 could you help me to understand what is wrong ?

Are you able to silent monitor the agent using the out of box CTIOS Agent Desktop?  You have to turn on CTIOS based Silent Monitoring on the CTIOS Server.  See Installing and Configuring CTIOS Silent Monitor in the CTIOS System Manager’s Guide.

According to a topic search on the message you describe, the error could also be due to a supervisor attempting to silent monitor an agent who is also a supervisor.  This is not supported.

My supervisor attempted to silent monitor an agent who is also a supervisor...

I've again the same message (but this time I don't attempt to monitor another supervisor) 

Here is how I get this message:

On the client workstation, I make sure that Silent Monitor runs with Cisco Agent Desktop.

I install the new version of my CTI bar on this computer (This version should give compatibility with silent monitor).

I try again to monitor the Cisco Agent Desktop But I get the following message:

The agent or device you selected has disabled Silent Monitor Functionality

I don't deploy new dll in my new version.

Do you have an idea of the cause of this message in this case ?

On server side everything is fine because it works with other workstations.

Are you using the COM Cil?  I suggest you look at the CTIOS Client log for your custom CTI Toolbar client log for clues to why it fails.

Compare this with the log from the out of box CTIOS Agent Desktop where silent monitoring succeeds.

Yes in the client log I'have the folowing error when I set SilentMonitorManager in Monitored Mode:

04/23/14 17:20:49.404 Thd(4172)  CSilentMonitorManager::StartSMMonitoredMode, (HeartBeatInterval:5

     HeartbeatTimeout:15 SMSAddr:127.0.0.1 SMSListenPort:42228 SMSTOS:0

     SMSHeartbeats:2000 SMSRetries:5)

04/23/14 17:20:49.404 Thd(4172)  CCtiOsObject(0D64B7E8)::ReportError( Code(-116) )

04/23/14 17:20:49.404 Thd(4172)  CComSilentMonitorManager::StartSMMonitoredMode, Failed to invoke

     StopSMMonitoringMode method...

Code 116 means Missing a required argument. (E_CTIOS_MISSING_ ARGUMENT -116)

Here is the associated code source :

        Dim m_Args As New Arguments

        'Assemble arguments to set the work mode

        m_Args.AddItem("HeartbeatInterval", 5)

        m_Args.AddItem("HeartbeatTimeout", 15)

        'Address or hostname of the silent monitor service

        m_Args.AddItem("SMSAddr", "127.0.0.1")

        'Port on which silent monitor service is listening

        m_Args.AddItem("SMSListenPort", 42228)

        'QoS setting when sending messages to the silent monitor service

        m_Args.AddItem("SMSTOS", 0)

        'Milliseconds between heartbeats

        m_Args.AddItem("SMSHeartbeats", 2000)

        'Number of missed heartbeats before the connection to the

        'silent monitor service is considered disconnected

        m_Args.AddItem("SMSRetries", 5)

        cr = SMM.StartSMMonitoredMode(m_Args)

I set all the arguments listed in the documentation, have you any idea? 

Note : Before end After the StartSMMonitoredMode call, SMManagerMode = -1 (Mode not set)

-> I think that's why I get the message "The agent or device you selected has disabled Silent Monitor Functionality"

Did you also get the log from the CTIOS Agent Desktop where silent monitor is working?  Then compare that log to yours that has

04/23/14 17:20:49.404 Thd(4172)  CSilentMonitorManager::StartSMMonitoredMode, (HeartBeatInterval:5

     HeartbeatTimeout:15 SMSAddr:127.0.0.1 SMSListenPort:42228 SMSTOS:0

     SMSHeartbeats:2000 SMSRetries:5)

Also, you can try using "SMSAddr","localhost"  instead of "SMSAddr","127.0.0.1" but I dont think thats the issue.

Also check the SilentMonitor log on the agent's pc for both the working CTIOS Agent Desktop and your non-working application..  It is in C:\Program Files (x86)\Cisco Systems\CTIOS Silent Monitor\logfiles

Also, you should startSMMonitoredMode when the agent logs in, not in the OnSilentMonitorStartRequestedEvent.

You don’t have to handle any events the SilentMonitorManager  will handle the requests that come in to Silent Monitor your agent.

I think the doc is in error it shows:

'Assemble arguments to set the work mode

m_Args.AddItem("HeartbeatInterval", 5)

m_Args.AddItem("HeartbeatTimeout", 15)

'Address or hostname of the silent monitor service

m_Args.AddItem("SMSAddr", "localhost")

'Port on which silent monitor service is listening

m_Args.AddItem("SMSListenPort", 42228)

'QoS setting when sending messages to the silent monitor service

m_Args.AddItem("SMSTOS", 0)

'Milliseconds between heartbeats

m_Args.AddItem("SMSHeartbeats", 5000)

'Number of missed heartbeats before the connection to the

'silent monitor service is considered disconnected

m_Args.AddItem("SMSRetries", 3)

'Extension number of the IP Phone to monitor

m_Args.AddItem("MonitoringDeviceID", 1234)

'Set the working mode to monitored

m_silentMonitor.StartSMMonitoredMode(args)

Instead of MonitoringDeviceID it should be MonitoredDeviceID  and you should specify the instrument number for the to be monitored agent.  This should be set when the agent logs in. 

I will attach a sample to this forum post.  The sample handles both a supervisor and an agent.  If you login with a regular agent then the StartSMMonitoredMode is started automatically.  If you login a Supervisor then you have to fill in the agentid and peripheral to monitor and click the startmonitor button to start monitoring.

Thank you this is exactly what I found this morning by comparing the log.
Sorry for not having said earlier !
I have not completely finished my tests but this problem is solved !