CRS monitoring and recording

Unanswered Question
Oct 28th, 2009

Hi all:

We have CRS 5.0 installed with agents using softphones. Some of the agents work in different LAN than CRS. That LAN is connected to the CRS LAN thru a WAN link. Those agents cannot be monitored or their calls cannot be recorder. After some researching, seems that issue is with PC MAC source address, that are changed when going thru router, then it is not recording calls.

Is there any solution or workaround to overcome this?

Thanks in advance.

W.

I have this problem too.
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Abdulbaseer Mohammed Thu, 10/29/2009 - 23:15

In case of soft phones you really cannot do much you have to be able to tap into the RTP to be able to record etc.

IF you have cisco phones easy solution is to plug the PC back of the phone powered by the same environment.

please rate if it helps.

Good luck,

Baseer.

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