Recorded files (on-demand recording) no sound.

[susanto.liu]

Hi all Master,

I have configure Start Record & Stop Record button on CAD & it's work.

I can see the recorded files on UCCX server on C:\Program Files\Cisco\Desktop_Audio and I can see when using CSD>Tools>Recorded Files.

But when I directly play the recorded files, there is no sound (silent).

I try save the recorded files into local directory as WAV files, but still no sound.

Please help me.

Susanto

[Tracy Larson]

Is there an actual file size above 1K, if not then there is no recording taking place. Verify you have Span to PC Port enabled on the phones and verify you are not using the G.722 codec.

Edit:

Also verify that you are using a supported NIC. There is a document stating which NIC's are supported to use with this application.

[susanto.liu]

Yes, the files only aroung 1K.

For on-demand recording, need Span to PC Port enabled on the phones ? Could You guide me how to configure SPAN ?

I have checked the codec and the codec is G.711.

Thank You,

Regards,

Susanto

[Anthony Holloway]

If you see the call as G711, then you don't need to change the Advertise G722 setting.  And yes, you need to enable the Span to PC Port setting on the phone.  Go to Devices > Phones in CUCM Admin, and find your agent phone, then click on it, then scroll down to this setting.  It's disabled by default, and it should be enabled.

What this does is, the phone copies the traffic that it sends and receives, to the PC Port, so a computer attached to it can receive all of the phone's traffic.  And more specifically, the voice stream, so CAD can then send it to the monitor requester or the recording server.

[Anthony Holloway · Accepted solution]

The most common issue is, your regions are G711, and the IP Phones are negotiating G722, which cannot be recorded.

To verify, when an Agent is on a call, double tap the ? button on the phone and read the codec.

If it's G722, in CUCM, go to the Agent's phone, and switch the Advertise G722 from Use System Default to Disabled, save and reset, try again.

There are a handful of other settings to check, but this is usually the most common mistake.

[geoff]

Good advice. Points to you both.

Regards,

Geoff

[susanto.liu]

I have checked the on Agent Phone's (when agent receive call) codec , it's G.711.

I try follow Your advice, go to CUCM>Device>Agent Phone, I can't find "switch the Advertise G722 from Use System Default to Disabled". Would You give a detail step how to find this setting ?

Thank You.

Regards,

Susanto

[Tracy Larson]

Some phone models cannot handle the G.722 codec so you may not see that as an option to disable. Have you run the post install on the

agents computers to verify you are using the correct adapter? Make sure too that their wireless, if they have it, is turned off. Then also verify the NIC's they are using are supported. If you are using Dell computers odds are they they are using an unsupported NIC.

Also, if you have any antivirus running, try disabling it - sometimes the network threat protection stops the voice packets that are being sent to the server. You may need to install wireshark on one of the computers so that you can verify that the traffic is actually making it out of the NIC and sent to the server.

[susanto.liu]

I still confuse. is there need to configure "SPAN" ? how to configure this ?

The configuration I have done are:

1. Add new buttons(Start Recording and Stop Recording) on CDA using CAD.

here a detail on CAD:

on "Task1" button>Add>Tab: Utility Action>Action Type: Record>Action: Start

on "Task2" button>Add>Tab: Utility Action>Action Type:  Record>Action: Stop

For SPAN, I don't have configure anything about SPAN.

I'm using 7940, 79460 and CIPC as agent phones.

I could not find about SPAN or Codec on CUCM admin>Devices>Phones...

Please help me.

Thank You.

Regards,

Susanto

[Walter Solano · Accepted solution]

Hello Susanto,

There are two different ways to setup monitor & Recording in UCCX, one is SPAN base or silent monitor that requires SPAN to be configure in the switch and also to connect the second NIC of the server to the port of the switch that is configure as destination of the monitor session. The second one is using "Desktop  Monitor" which requires a supported NIC card in the agents and Supervisor PC and also some configuration in the CDA.

Mi recomendation will be to have monitoring working first because its easy to configure and troubleshoot, once monitoring is working properly recording should work without any issue.

This links explains not only the configuration of both methods but also has some troubleshooting tips.

Silent Monitoring

http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

Desktop Monitoring

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

HTH

Please rate this post if was helpful

Walter Solano

Cisco UCCX Specialist

[susanto.liu]

Thank You Walter.

Your explanation is really clear .

Thanks for the links.

But I have a few confuse after read document:

1. is there need Recording Server?

in my existing configuration, the recorded files (*.RAW) in save in UCCX  server, but only around 1K.

2. in Document, there is no guidance how to add Record buttons for CAD.

am I on wrong way ? because I have already add a Start/Stop Record button on CAD.

Regards,

Susanto

[Walter Solano]

Hello,

You dont need a separete server to have recording working, also the document does not explains the recording part jajajaj. If your files are just 1K, I recommend you to get and sniffer capture in the agents PC and in the server to check if the RTP packets are getting there, and test if monitoring is working.

HTH

Please rate this post if was helpful

Walter Solano

Cisco UCCX Specialist

[Walter Solano · Accepted solution]

BTW.

This is the recording configuration guide:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_configuration_example09186a0080b21bbf.shtml

HTH

Please rate this post if was helpful

Walter Solano

Cisco UCCX Specialist

[Anthony Holloway]

2nd generation phones (40/60) do not have the span to pc port option, because they do it automatically.