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CCX 7.0 Call Monitoring and Recording.

Hi all.

I have a problem when I try to monitor or record an agent conversation, it doesn't seem to work. And I suspect it is a configuration problem.

I have CUCM 6.1 and CCX7.0 Premium

Agents are using CAD 7.0 and we also have Supervisors using CSD 7.0.

When recording agent's conversation, it seems as it is recording the agent, but when you play it back it is silent.

Monitoring comes with an error saying monitoring failed.

Is there any step by step guide for configuring silent monitoring and recording for CCX 7.0?

Or if any one can suggest possible cause of the Problem. Thanks Heaps

Nour

7 REPLIES

Re: CCX 7.0 Call Monitoring and Recording.

I should probably put money on this, but I wont.

I bet it's a codec problem. In CUCM 6.1 there is an enterprise setting that allows G722 to auto negotiate even if your regions specifically say to use G711 or G729.

G711 or G729 are the only two supported codecs for M&R.

When an agent is on the phone, double press the ? button on the phone and take a look at what codec is being used.

5 points says it's G722. Even if the phone is a 41/61.

Anthony Holloway

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VIP Super Bronze

Re: CCX 7.0 Call Monitoring and Recording.

If that doesn't take care of it, try reviewing this document.

New Member

Re: CCX 7.0 Call Monitoring and Recording.

Hi

Thanks all. I will try it again.

New Member

Re: CCX 7.0 Call Monitoring and Recording.

check span on pc port on the phone and reset

New Member

Re: CCX 7.0 Call Monitoring and Recording.

Also make sure that you got the correct Ethernet card

check this doc

http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_tech_note09186a00801f42f9.shtml

New Member

Re: CCX 7.0 Call Monitoring and Recording.

For what it is worth I would like to add my two cents, I just ran into this issue at a client site this past week and it ended up being an issue with their desktop firewall client needing to be disabled, we also made sure windows firewall was disabled and the service was stopped. once we did that they monitoring starting working correctly, they were running Trend desktop client firewall. hope this helps

New Member

Re: CCX 7.0 Call Monitoring and Recording.

Monitoring and Recording is not supported on Windows 7 64 Bit

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