CCX 7.0 Call Monitoring and Recording.

Unanswered Question
Jan 26th, 2009
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Hi all.

I have a problem when I try to monitor or record an agent conversation, it doesn't seem to work. And I suspect it is a configuration problem.

I have CUCM 6.1 and CCX7.0 Premium

Agents are using CAD 7.0 and we also have Supervisors using CSD 7.0.

When recording agent's conversation, it seems as it is recording the agent, but when you play it back it is silent.

Monitoring comes with an error saying monitoring failed.

Is there any step by step guide for configuring silent monitoring and recording for CCX 7.0?

Or if any one can suggest possible cause of the Problem. Thanks Heaps


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Overall Rating: 5 (2 ratings)
Anthony Holloway Mon, 01/26/2009 - 19:45
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  • Purple, 4500 points or more

I should probably put money on this, but I wont.

I bet it's a codec problem. In CUCM 6.1 there is an enterprise setting that allows G722 to auto negotiate even if your regions specifically say to use G711 or G729.

G711 or G729 are the only two supported codecs for M&R.

When an agent is on the phone, double press the ? button on the phone and take a look at what codec is being used.

5 points says it's G722. Even if the phone is a 41/61.

whanson Tue, 02/03/2009 - 05:46
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check span on pc port on the phone and reset

DAFitzgerald Tue, 02/10/2009 - 19:19
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For what it is worth I would like to add my two cents, I just ran into this issue at a client site this past week and it ended up being an issue with their desktop firewall client needing to be disabled, we also made sure windows firewall was disabled and the service was stopped. once we did that they monitoring starting working correctly, they were running Trend desktop client firewall. hope this helps


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