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New Member

Blank audio in UCCX CSD recordings

We're running UCCX 8.5 SU4.  Agents have EM profiles.

When trying to record an agent (using CSD record button), the audio file created is blank. 

So far I've confirmed PC firewall is off, network connectivity is okay, and NICs are supported.  What else should I check?

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Blank audio in UCCX CSD recordings

1st check if monitoring is working or not . If monitoring does not work then recording will also not work .

Make sure you have proper licenses . Because monitoring and recording consume seat license .

E.G if you have 10 seat license and all the agents are logged in then you will not record calls(This is only true if you are using default recording and monitoring feature).

++monitoring and recording will not work on wireless NIC card because in wireless NIC card your postintsall will be emty .

++Please check all the setting mention in below guide . If all the configuration are correct according to guide then

we need to check traces are wireshark packet capture .

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

Regards

Ravi

2 REPLIES
Cisco Employee

Blank audio in UCCX CSD recordings

1st check if monitoring is working or not . If monitoring does not work then recording will also not work .

Make sure you have proper licenses . Because monitoring and recording consume seat license .

E.G if you have 10 seat license and all the agents are logged in then you will not record calls(This is only true if you are using default recording and monitoring feature).

++monitoring and recording will not work on wireless NIC card because in wireless NIC card your postintsall will be emty .

++Please check all the setting mention in below guide . If all the configuration are correct according to guide then

we need to check traces are wireshark packet capture .

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

Regards

Ravi

New Member

Blank audio in UCCX CSD recordings

Thanks.  Great document.  For me the problem was the recording seats set to 0.  All set now

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