07-23-2007 03:16 AM - edited 03-14-2019 01:05 AM
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.
Thanks.
Andrei.
07-23-2007 03:50 AM
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.
Regards,
hoanghiep
07-23-2007 05:42 AM
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 ?
Andrei.
10-02-2007 12:31 PM
Hi Andrei,
Were you able to find out the location of the recorded files?
Thanks,
Doug
10-04-2007 03:19 AM
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.
10-04-2007 03:21 AM
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...
Andrei.
08-12-2010 07:53 AM
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.
Gabriel
08-12-2010 12:01 AM
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
08-12-2010 07:50 AM
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.
Gabriel
08-12-2010 10:57 PM
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 ?
08-12-2010 08:07 AM
Hello Andrei,
Please check this document that I did about how to configure automatic recording in IPCC, if you have any questions let us know.
https://supportforums.cisco.com/docs/DOC-12335
HTH
Please rate this post if was helpful
Walter Solano
08-13-2010 12:44 AM
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 ?
08-13-2010 08:56 AM
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.
Gabriel
08-16-2010 08:20 AM
Please check the follow configuration:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
HTH
Please rate this post if was helpful
Walter Solano
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