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Automatic Conversation Recording between Agent and Caller

Hi All,

I have an issue, my customer wants all the conversation between one Agent and customers get automatically recorded.

I created the Script, however, when I get to the Supervisor, " Supervisor record Viewer" it shows the file which is recorded but the length is 00:00!!

My question is :

1- Why the .wav file is empty?

2- Where thsi file gets recorded?

I have attached the Script and the image form Supervisor Windows for your consideration.

By the way we are using UCCX 7.

Thanks,

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2 REPLIES

Automatic Conversation Recording between Agent and Caller

Hi ahmadinejad Monfared,

1- Why the .wav file is empty?

Answer: Need to investigate this, if the Supervisor manually records the Call on the same Agent is it recording properly, and are you able to play it through Supervisor Record viewer?

- I hope the Agent phone is properly daisy chained with the desktop.

- Span to PC port is enabled in the Phone settings in CUCM.

- Proper NIC is selected in the CAD and CSD, if not please run the PostInstaller.exe (present in the Agent\Supervisor box in the path C:\\Program Files\Cisco\Deskop\bin or config folder)

2- Where thsi file gets recorded?

- Recorded files will be saved in the UCCX box. (C:\\Program Files\Cisco\Desktop\Recorded Files), if you have a UCCX HA setup, than the recorded files are saved alternatively in each of the UCCX nodes.

Hope it helps.

Anand

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Automatic Conversation Recording between Agent and Caller

Hi ahmadinejad Monfared,

Were you able to get to know the root cause for this?

Thanks,

Anand

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