Recording ALL Calls

Unanswered Question
Jul 23rd, 2007

Hi !!

How can I start recording all calls that agents receive or make...

Is there any feature or service that I must set or start in IPCC server ?

I want to record all calls in the supervisor desktop.



I have this problem too.
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hoanghiep Mon, 07/23/2007 - 03:50

You can do that by configuring Workflow in Cisco Agent Administrator: Add the action Recording-start for the event Answered and add the action Recording - stop for the event Dropped.

I've tried this way and it worked well.



andrei.goncalves Mon, 07/23/2007 - 05:42

Nice !! I've found it...

But, where are the calls being recorded ??

In IPCC Server ? Which folder ? In Agent's desktop ?

I'd like to send the recording to Supervisor's Desktop.. or other host.. but not the server... is it possible ?


d.teal Tue, 10/02/2007 - 12:31

Hi Andrei,

Were you able to find out the location of the recorded files?



andrei.goncalves Thu, 10/04/2007 - 03:19

Hi Doug,

I could not find... but I called to our tech support and he will help us...

He?ll answer me this month (i hope).. because I can just save 1 week of files...


andrei.goncalves Thu, 10/04/2007 - 03:21

I asked for our tech support 2 things

- where are the recorded files

- how can I record the outbound calls

I just find out how to record the incommings...


Gabriel Saavedra Thu, 08/12/2010 - 07:53

Hi Andrei,

If you have UCCX 7 you need to create a new work flow in the Voice Contact Work Flow with the same action "record" in the answered event and "stop record" in the dropped event.


Nikolay Kozyrev Thu, 08/12/2010 - 00:01

Hi, guys.

I have CUCXX ver 7. For information - Work Flow Setup option now calling  Agent Management Work Flow (Startup, Shutdown, Ready and Not Ready). And Answered & Droped events are located at Voice Contact Work Flow tab )

I have got old  questions:

1 ) Where I can find recorded files ( location ) ?

2) Do I need check enable IPPA Recording  at new workflow which has been created for Recording?

Message was edited by: Nikolay Kozyrev

Gabriel Saavedra Thu, 08/12/2010 - 07:50

Hi Nicolay,

You can find the recorded files here----> C:\Program Files\Cisco\Desktop_Audio  

Enable IPPA recording when you need to record the agents that are connected through the phone not the CAD.


Nikolay Kozyrev Thu, 08/12/2010 - 22:57

Hi, Gabriel.

Thank you for quick reply

Anyway no files appearing at C:\Program files\Cisco\Desktop_Audio folder at my CUCXX server.

I've done all steps like Walter recomended yesterday . Whats is my mistake ? Is anyone know ?

Nikolay Kozyrev Fri, 08/13/2010 - 00:44

Hi. Finally I've confugured my cheme.

I found my  audio files .

I have added voice contact workflow to CAD-BE agent instead of CAD Agent. It was my mistake. When i do the same steps at CAD Agent - I saw raw files at C:\Programm Files\Cisco\Desktop_Audio folder.  But they all has 1KB size. Is it correct ? I've talked over 1 min and only 1KB Any ideas ?

Gabriel Saavedra Fri, 08/13/2010 - 08:56

Check the phone configuration, check if the "span to pc port" is enable, also check if the "advertise codec g722" is disable. Also check the firewall and the anti virus software in the agent's machine.



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