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New Member

Call recording

I need to configure call recording with IPCC Express Premium 4.0.

Any docs?

Please help

19 REPLIES
New Member

Re: Call recording

Recording particular calls from CSD or you want to record all the calls?

New Member

Re: Call recording

I need to record all the calls from the all agents.

New Member

Re: Call recording

1) Open Desktop Administrator

2) Click to the following: Locations -> LCC -> Desktop

Configuration -> Work Flow Groups -> Agents -> Default -> Work Flow

3) In Events, you can select "Answered", go to the Rules window and click New

4) Enter the name of the rule and then in the Data Fiedl Conditions, select Edit

5) In the Data Field, you can select "Called#" and in the filter check "Is not Empty".

Check Enable condition and Press ok

6) Check Enable Rule under the Current Rule Condition section

7) Now, go to the Actions window and add an action.

8) Slect the tab "Utility Action", Click new and in the ACtion name you can put Recording.

9) In Action Type, select Record

10) In the Action select Start

Now we are goin to create the workflow when the agent hangs up:

11) In Events, you can select "Dropped", go to the Rules window and click New

12) Enter the name of the rule and then in the Data Fiedl Conditions, select Edit

13) In the Data Field, you can select "Called#" and in the filter check "Is not Empty".

Check Enable condition and Press ok

14) Check Enable Rule under the Current Rule Condition section

15) Now, go to the Actions window and add an action.

16) Slect the tab "Utility Action", Click new and in the ACtion name you can put

StopRecording.

17) In Action Type, select Record

18) In the Action select Stop

- Restart VOIP monitor service

HTH

Arun

New Member

Re: Call recording

Hi Arun,

thanks for info. I have done like you write, but still I can't listen recorded files.

In Desktop Administrator in Locations -> LCC -> VoIP Monitor, I can't see any IP phone (MAC address).

On server I get a two .raw files and both have 1KB. I can see that file on supervizor desktop, but there is nothing recorded.

What shoud I configure on IPCC server for monitoring port?

Thanks,

Vlaho

New Member

Re: Call recording

Go to Control center-->component activation check whether the recording and monitoring is activated or not and there is an option in CSD for saving the files as .wav

Arun

New Member

Re: Call recording

Hi,

all services about monitoring and recording are activated.

Is there some other way how to save a two .raw files to one .wav

New Member

Re: Call recording

Did you enable 'Span to PC Port' option in phone from CCM?

New Member

Re: Call recording

I don't have that option. I have 7940. Not 7941.

I have configured SPAN on switch.

New Member

Re: Call recording

Check the phones page in CCM u can find the option. same 7940 phone i am using.

New Member

Re: Call recording

I checked it and I don't have that option.

In Product Specific Configuration I have only these options:

Disable Speakerphone

Disable Speakerphone and Headset

Forwarding Delay*

PC Port*

Settings Access*

Gratuitous ARP*

PC Voice VLAN Access*

Video Capabilities*

Auto Line Select*

Web Access*

Some agents PC's are connected directly on switch.

New Member

Re: Call recording

Enable the 'PC Voice VLAN Access'option

Some agents PC's are connected directly on switch --wat u mean by this?

New Member

Re: Call recording

This option is enabled.

It mean that not all agents PC's are connected to IP phone. There is some PC's with agent application who are connected to switch directly.

And there is some more strange things. When I restart some Cisco Desktop services, calls start to record, but only few of them, and after some time it stops recording.

Strange ...

New Member

Re: Call recording

You can check the System-->system parameters -->recording count

If the recording count is 0 i dont think u can record calls

New Member

Re: Call recording

Hi,

recording count is 10. So, this is OK.

On second NIC I have some IP address, and on LAN switch I have SPAN configured. Monitoring port is that second NIC on IPCC server.

In Cisco Agent Desktop Configuration Setup ---> VoIP Network Device ---> adapter name is second NIC.

From supervizor desktop I can barge-in, intercept a call, silently listen an agent's phone conversation, but I can't record an agent's call.

Where the problem is!!!?

New Member

Re: Call recording

New Member

Re: Call recording

I now for that problem. Monitoring port is second one. That setting is OK.

I have restarted some services (VoIP Monitor service, Sync Service, Recording Service, Recording & Statistics Service, License & Resource Manager Service) and after that I had two recorded calls, but after that two calls same thing again.

Some problem in services!?

New Member

Re: Call recording

Try to remove the configuration for recording all calls and do it manually from CSD.Still if not working restart your server .

New Member

Re: Call recording

I removed the configuration for recording calls and I have tried to manualy record from CSD.

It didn't work.

This is shot from server with error I got.

At this moment, I can't restart my server.

I'll do it tonight.

New Member

Re: Call recording

After reload some services I have this event in Application Log:

The description for Event ID ( 49424 ) in Source ( Cisco Systems, Inc. CRS ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. The following information is part of the event: CRS\Distributor, Cisco Desktop VoIP Monitor Service.

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