IPCC recording - no sound

markotisler · ‎09-11-2008

Hello,

we have the following problem: Recording step in CRS script works fine with calls from phones on LAN, but there is no sound recorded with calls coming from the outside, from SIP telephony provider, whereas all calls from outside to local phones work fine. What could be causing this?

Regards,

Marko

irisrios · ‎09-17-2008

Silent Monitoring/Recording Issues Using Cisco Agent Desktop Supervisor Desktop:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a0080194ac2.shtml

markotisler · ‎09-22-2008

This is not Silent Monitoring Issue. This is about recording step in CRS script not recording any sound.

dimitrispanos · ‎04-29-2010

We had exactly the same issue with our CCX installation, version 7.0(1)SR05_Build504.

The Recording Step was able to record internal calls, but not external.

After checking the logs of Socket Manager(under Cisco Unified CCX Engine - Manager Manager) we found an exception message of type com.cisco.audio.WrongAudioFormatException. This means that inbound call had different codec than the one that CCX expected.

We then checked our voice gateways and realized that they have been configured to use g711alaw instead of g711ulaw. After switching to the later, the problem was solved and we were able to record inbound calls using the Recording Step of CCX Editor.