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Recording voice agents by default UCCX release 9

Hello folks!!!

Actually, I had a big goal to configure in a customer recording and monitoring voice by default in UCCX release 9. I didn’t find a documentation that I could have all information. So after to have a look in a lot of post from another release and some IT’s blog, I did the configuration!!!! And the most important I did this tutorial to help another engineers. Hope my post can be useful =D.

My UCCX was configured to Portuguese language; however I translated the steps to English.

The configuration was done in UCCX release 9 with Ip Communicaton and Cisco Ip Phone 7911 and 6921.

By default the UCCX does voice’s recordings, however, it is not standard to record all call because the server allow only 2.6 Gb for the calls. It is doesn’t matter how long time the agent’s call will go to take.

Below the documentation that says more information about it.

Link: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/installation/guide/cad90ccxig.pdf (page 25).

Start_________________________________

Acess the Cisco Agent Desktop:

Choose > Start > Programs > Desktop > Admin

Create a new Work Flow Groups

Click at Work Flow Groups go to Flie and click at New

In my example, I created WF_Teste.

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  • •1. Go to Work Flow Groups > CAD Agent> Voice Contact Work Flows:

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  • •2. Click Add to add a new Voice Contact Work Flow List, for example AutoCallRecord:

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•3. Select All Calls and active Any Condition is True in Execute Action When:

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  • •4. Click at button Edit and configure the parameters:

Data Field: Called Number

Enable Condition Enabled

Data Field Filter: Is Not Empty

Click OK

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  • •5. In Events, select Answered, on the Rules field (of current Event), click in New:

Create any name, for example AutoCall Record, click OK.

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  • •6. At the last field: Actions (of current Rule), it will be open a new windows Select Action. Go to Utility Action, New botton.

It will be appear a window Utility Action Setup.

Action Name, create a new name, for example RecordStart, Action Type Record option and Action option Start.

Click OK then Add Action button.

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First step done.

:

Add the Work Flow that was created on the Agent that will be recorded.

  • •1. By Web Browser access UCXX and select Cisco Desktop Administrator.

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  • •2. Associate Work Flow on the agent: Personnel > Agents

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Search the agent, which you want to make the automatic record.

When you find the agent, select the Work Flow Group that was created, for example WF_Teste

Click Save

  • •3. Associate the monitoring option on the agent.

Service Configuration > Multiline, Monitoring & Recording > Voip Monitoring Device.

Search by Extension, on Monitor Service field, select the UCCX’s IP and in Desktop Monitoring field change to Enable.

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Second Phase Done.

Configure – Ip Communicator.

  • •1. At the computer will be install the CAD (it is a software where the agents need to do a login to make and receive the calls).

  • •2. The download must be done by UCCX’s Web Browse from the Administrator.

Click in Tools > Plug-ins.

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Select the Conjuntos do Cisco Unified CCX Desktop’s link.

It will be open a new page and click in Cisco Unified CCX Agent Desktop.

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•3. It will be installed the exec that allows to make the recorded by NIC.

Bellow the exec path:

C:\Program Files\Cisco\Desktop\bin\PostInstall.exe

Click OK from the first window that will be showed the UCCX’s server.

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Click at VoIP Monitoring Service and select the Ip address from the PC.

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  • •4. Some NIC is necessary to configure a tag frame in a NIC (in my case I did not need, by default this option is already enabled).

If it will be necessary to make this process, go to Device Manager from Windows, Network adapter, to select the NIC, Advanced, Priority and Vlans, click at Value field: Priority and VLAN Enabled.

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The link bellow I took from the forum Cisco that has more information about NICs. https://supportforums.cisco.com/thread/2000692 -

To see the recorded calls from the Supervisor’s software.

Open the Supervisor’s software: Cisco Supervisor Desktop

Go to Tools> Recorded Files

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By default, the record’s voices are save in tat window.

To make the backup you should press the Start and Save.

The áudio is save in a .wav format.

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