CCX desktop monitoring - codec

Unanswered Question
Apr 19th, 2010

Hi all!

I'm trying to setup CCX 7.0(1)SR5 silent monitoring using desktop monitoring. There are no error messages, but supervisor does not hear anything. I turned up debug on agent and supervisor desktops. Before I saw in agent.log message "WARN VOIP3004 Unsupported Codec. PayloadType = <G.729>". This is quite explanatory. I made sure that phones use G711 codec. Tested while in call ( double ? ) - it is G.711. Still the same - no sound. Now I see "improvement" in agent.log  - "WARN VOIP3004 Unsupported Codec. PayloadType = <UNKNOWN>". CCX server is configured to use G711. Have anybody encountered something like this?  Does it make difference for CAD - G711u or G.711a? Any guesses which codec is UNKNOWN?

Thank you!

Ervins

I have this problem too.
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Ryan LaFountain Tue, 04/20/2010 - 07:56

Hi,

CAD can support monitoring in G.729, G.711u and G.711a so I am not sure why you received an error message about G.729. Verify with a packet capture from the back of the agent device that the phone is truly using G.711. TNP phones and newer versions of CUCM can negotiate G.722 which is enabled by default. This is a codec that CAD mon/rec cannot decode and must be disabled for agent devices. In the packet capture, verify the RTP/UDP are being seen going to and from the agent phone and then see if UDP/RTP is being transmitted to the CSD directly. If it is, then there is something up on the CSD side which is rare. Normally issues like this happen on the CAD side.

ruimartins1000 Tue, 03/29/2011 - 16:08

Hi!

I've you come up with a solution? I have the same UCCX version and a very similar problem:

I'm using Extension Mobility for the Agents.

I've configured a brand new agent. It is associated with its team and Work Flow on the Desktop Admin.

When I try to record it shows on the Agent log:

2011-03-29 16:55:37:656 INFO VOIP4006 The adapter is able to receive packets.

2011-03-29 16:55:37:656 INFO VOIP4007 The outgoing voice stream is being captured.

2011-03-29 16:55:37:656 INFO VOIP4008 The incoming voice stream is being captured.

2011-03-29 17:00:12:640 WARN VOIP3004 Unsupported Codec. PayloadType =

2011-03-29 17:00:35:640 ERROR VOIP2044 Packet sniffing has been stopped.

2011-03-29 17:00:35:640 ERROR VOIP2042 The NIC adapter was opened successfully.

2011-03-29 17:00:35:640 ERROR VOIP2043 Starting packet sniffing.

2011-03-29 17:00:35:640 ERROR VOIP2044 Packet sniffing has been stopped.

The amazing thing is that if I put another agent on using the same ip phone (remember EM) and logged on the CAD, on the same team and using the same workflow it can record and stop recording the calls. Nothing is written on the Agent log this time.

any hints?

I plan to restart the Desktop VoIP Monitor service...

Rui

ruimartins1000 Thu, 06/30/2011 - 01:15

hi!

My issue reside on a 3rd party recording system which I didn't know at the time.

The issue was there.

Regards,

Rui

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