Call Recording Verint issue only for internal calls

Unanswered Question
Nov 17th, 2009
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We have an issue with the install of Verint call recorder. We have CUCM 7 and setup DMS on te required phones, created CTI route point (ext4355) and created JTAPI user as described by Verint guide.

The recording works from the recorded phone to external calls and from a non recorded phone to recorded phone without a problem. The issue is from a recorded phone to internal non recorded phone. Verint is saying they don't see CTI on those calls. Any ideas?

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Overall Rating: 3 (1 ratings)
pratik.rb Thu, 11/19/2009 - 22:28
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Did you disable the G722 codec from Service Parameters/Enterprise Parameters for the phones?

gsidhu Fri, 03/26/2010 - 03:30
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I'm integrating UCM 7.1.3 with Verint DMS call recording solution

MoH and Conferencing does'nt work. I think this may be down to the phone configuration.

I would really appreciate it if you could answer the following questions:

Under phone configuration page did you disable the  Privacy settings (its on by default)?

Did you have any issues with MoH and CFB?


Daniel Gomez Tue, 08/09/2016 - 15:09
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Hello Scott,

Do you know what Verint configured in order to allow recording between internal extensions?


ehusmann01 Thu, 09/09/2010 - 05:00
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We (AXIANS) have a customer with the same setup:

Cisco Unified Communications manager 7.1(2)SU1

Could explain to me in witch scenario you had the Verint recording issues? Do you have a Verint case number of this issue?

Thanks for your input. In my status we have daily a conference call with Verint  for 2 week now, without any solution. Your input will be appreciated.


Emile Husmann

[email protected]

gsidhu Thu, 09/09/2010 - 13:59
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Hi Emile

I had the same probelm with Verint; I got the impression that they had not come across this issue before.

In the end I managed to work out what the issue was using CCM traces /wireshark/phone stats (Settings>Phone Status>Call Statistcs):

The issue was down to a codec issue.....

Even though all of the phones were in the same 'G711' region; by default the phones negotiate G.722 codec. The Verint recorder supports G.711 but not G.722, hence the recording between internal calls failed.

To get round the issues I set the Service Parameter 'G722 Codec Enabled' to ‘Enabled for All Devices Except Recording-Enabled Devices'.

I also found the following document very useful document (in particular the section on 'Limit Codec Usage for Recording Calls'):

Please rate helpful posts


ehusmann01 Fri, 09/10/2010 - 00:00
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Hi Gsidhu,

thanks for your feedback. Unfortunately we I already tried this setting on all phones changing the codec.

I hope Schot can discribes his solution and the scenario of his issue.


Emile Husmann


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