Live Record and listening in on other agent calls

gilbert.florescu · ‎02-14-2007

I am running Unity version 4.0 (4) and Call Manager 4.1 in an environment with all Cisco phones.

I've heard that it's possible to setup Live Record so that somebody can record a conversation if they so choose to. I am having trouble finding any documentation on how to set that up. What I've been able to find is some information that says "all current phones do not support the Live Record feature".

Also, I would like to setup the ability of a person to listen in on other agents phone calls.

Also, we are running IPCC Express.

Brandon Buffin · ‎02-14-2007

Here's the setup for Live Record.

http://www.ciscounitytools.com/HelpFiles/LiveRecord405/LiveRecordAppNote.htm

What version of IPCC Express do you have. IPCC Express comes in Standard, Premium, and Enhanced versions. You will need either Premium or Enhanced for call monitoring/recording.

Hope this helps. If so, please rate the post.

Brandon

gilbert.florescu · ‎02-14-2007

Where do I find out more information about setting up the Monitoring feature??

Thanks for the link on the Unity Live Record feature. We are running version 4.0(4) and I understand it's not officially supported until version 4.0(5).

Brandon Buffin · ‎02-14-2007

Take a look at this link.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

Brandon

gilbert.florescu · ‎02-14-2007

On that page they're talking about a VoIP monitor server but they don't say anything about how to set it up.

It only talks about installing the Cisco Supervisor Desktop on the supervisor PC and how to setup the SPAN ports.

Brandon Buffin · ‎02-14-2007

The VoIP monitor along with RASCAL are simply components of IPCC that handle monitoring, recording, and statistics. When you install IPCC, you can choose to have these services reside on the same box as IPCC or on a dedicated server depending on the size of your deployment. The following link describes moving these two services to a dedicated server, but the concepts apply to setting it up initially as well.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008026255c.shtml

You might also want to take a look at the Desktop Administrator's User Guide which gives details on the VoIP Monitor configuration section of Desktop Administrator

http://www.cisco.com/application/pdf/en/us/guest/products/ps5368/c1693/ccmigration_09186a008032eb26.pdf

Also, take a look at the Supervisor Desktop User's Guide for your version of CRS for details on using monitoring/recording located here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html

Brandon