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New Member

Record Calls on Cisco UCCX for Remote Agents

Hi

Is it possible to record calls on Cisco UCCX Inbuilt Recording System for Remote Agents (connecting over VPN).

Thanks.

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4 REPLIES
VIP Super Bronze

Re: Record Calls on Cisco UCCX for Remote Agents

Sure; the CAD-based recording/monitoring is compatible with IP Communicator. Understand that you will consume twice the bandwidth over the VPN connection.

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New Member

Re: Record Calls on Cisco UCCX for Remote Agents

So does this mean, we can have the SPAN based monitoring using the VLAN SPAN, the VLAN being the IP Phone / IP Communicator VLAN? Do the IP Phones need to be on same vlan as the UCCX server or can reside on different vlan?

Thanks

VIP Super Bronze

Re: Record Calls on Cisco UCCX for Remote Agents

None of the SPAN-related options are relavent on a CIPC device. CAD is able to capture the audio packets since they are already on the computer.

If you are using a hard phone with a separate VPN device (such as a ISR881) and the PC is attached to the LAN through the phone, the normal rules apply. You must have the SPAN-related options enabled on the device and the computer must have a compatible NIC.

Either way, CAD will send a second copy of the RTP streams to CCX or CSD. This is effectively a second call so plan your bandwidth accordingly.

Please remember to rate helpful responses and identify helpful or
New Member

Re: Record Calls on Cisco UCCX for Remote Agents

Suppose we use the QM or AQM, and we use the VLAN SPAN (vlan used by the remote ip phones) and sniff the voip traffic and record the traffic, will it be possible to record the calls from the remote agents using the ip communicator?

Thanks.

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