09-05-2007 11:51 PM - edited 03-14-2019 01:16 AM
I need to configure call recording with IPCC Express Premium 4.0.
Any docs?
Please help
09-06-2007 12:29 AM
Recording particular calls from CSD or you want to record all the calls?
09-06-2007 12:37 AM
I need to record all the calls from the all agents.
09-06-2007 12:50 AM
1) Open Desktop Administrator
2) Click to the following: Locations ->
Configuration -> Work Flow Groups -> Agents -> Default -> Work Flow
3) In Events, you can select "Answered", go to the Rules window and click New
4) Enter the name of the rule and then in the Data Fiedl Conditions, select Edit
5) In the Data Field, you can select "Called#" and in the filter check "Is not Empty".
Check Enable condition and Press ok
6) Check Enable Rule under the Current Rule Condition section
7) Now, go to the Actions window and add an action.
8) Slect the tab "Utility Action", Click new and in the ACtion name you can put Recording.
9) In Action Type, select Record
10) In the Action select Start
Now we are goin to create the workflow when the agent hangs up:
11) In Events, you can select "Dropped", go to the Rules window and click New
12) Enter the name of the rule and then in the Data Fiedl Conditions, select Edit
13) In the Data Field, you can select "Called#" and in the filter check "Is not Empty".
Check Enable condition and Press ok
14) Check Enable Rule under the Current Rule Condition section
15) Now, go to the Actions window and add an action.
16) Slect the tab "Utility Action", Click new and in the ACtion name you can put
StopRecording.
17) In Action Type, select Record
18) In the Action select Stop
- Restart VOIP monitor service
HTH
Arun
09-06-2007 03:11 AM
Hi Arun,
thanks for info. I have done like you write, but still I can't listen recorded files.
In Desktop Administrator in Locations ->
On server I get a two .raw files and both have 1KB. I can see that file on supervizor desktop, but there is nothing recorded.
What shoud I configure on IPCC server for monitoring port?
Thanks,
Vlaho
09-06-2007 03:33 AM
Go to Control center-->component activation check whether the recording and monitoring is activated or not and there is an option in CSD for saving the files as .wav
Arun
09-06-2007 04:23 AM
Hi,
all services about monitoring and recording are activated.
Is there some other way how to save a two .raw files to one .wav
09-06-2007 04:33 AM
Did you enable 'Span to PC Port' option in phone from CCM?
09-06-2007 04:42 AM
I don't have that option. I have 7940. Not 7941.
I have configured SPAN on switch.
09-06-2007 09:15 PM
Check the phones page in CCM u can find the option. same 7940 phone i am using.
09-06-2007 11:17 PM
I checked it and I don't have that option.
In Product Specific Configuration I have only these options:
Disable Speakerphone
Disable Speakerphone and Headset
Forwarding Delay*
PC Port*
Settings Access*
Gratuitous ARP*
PC Voice VLAN Access*
Video Capabilities*
Auto Line Select*
Web Access*
Some agents PC's are connected directly on switch.
09-06-2007 11:52 PM
Enable the 'PC Voice VLAN Access'option
Some agents PC's are connected directly on switch --wat u mean by this?
09-07-2007 01:13 AM
This option is enabled.
It mean that not all agents PC's are connected to IP phone. There is some PC's with agent application who are connected to switch directly.
And there is some more strange things. When I restart some Cisco Desktop services, calls start to record, but only few of them, and after some time it stops recording.
Strange ...
09-12-2007 10:12 PM
You can check the System-->system parameters -->recording count
If the recording count is 0 i dont think u can record calls
09-12-2007 10:59 PM
Hi,
recording count is 10. So, this is OK.
On second NIC I have some IP address, and on LAN switch I have SPAN configured. Monitoring port is that second NIC on IPCC server.
In Cisco Agent Desktop Configuration Setup ---> VoIP Network Device ---> adapter name is second NIC.
From supervizor desktop I can barge-in, intercept a call, silently listen an agent's phone conversation, but I can't record an agent's call.
Where the problem is!!!?
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