I am having a weird recording issue os out UCCX 7 (7.01-SR05) and wanted to see if anyone else may have experienced this. We have an agent that has been recording correctly for the past 6 months since we upgraded. All of a sudden a week ago the recording are not working. The Supervisors can not listen to him live and the recording file that is created will be the correct time length but there is no volume. I have never in the past had it where an agent would be unhearable or have the recording be blank. I have recordings that barge over each other, but these are just or volumeless.
I have blown away the phone and waited for the user to clear jtapi hoping that recreating the user would work. That did not help. It is almost like his CAD is stopping everything from happening (which could be possible for all I know).
Has anybody ever seen this? Any ideas what I could possibly do to fix this issue? As typed above, I am on UCCX 7 Premium (7.01-SR05) but it is running as a standalone currently. The CUCM version is 188.8.131.52900.4.
Any help is greatly appreciated.
The idea behind Desktop-based monitoring & recording is that the CAD PC receives a copy of the phone traffic, including the voice conversation as RTP packets. The CAD software then takes these RTP packets and forward them to the CSD so that the supervisor can monitor the call. CAD can also forward the RTP packets directly to the CRS server for call recording.
If the RTP packets are dropped by the NIC or whatever reason, monitoring & recording will stop working.
I think in your case, the problem might be some new AntiVirus or security software installed on the agent PC.
You can run WireShark on the CAD PC while having a conversation on the agent phone and you should see a lot of RTP packets there. If you do not see any packets, please try un-installing any AV and see if that makes the trick.
All this is based on the assumption you are using Desktop-based monitoring & recording, not SPAN-based.
Hope that helps!