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New Member

supervisor CSD recording files

hello,

 

 

i am trying to see recording files from CSD recording files section under tools...but when i check there...

 

i can't find any files...

 

can anyone tell me how can get the recording files there?

 

 

Warm Regard's =========== Amit
Everyone's tags (1)
2 REPLIES
New Member

i am using this process to

i am using this process to get recording files:

 

C:\Users\febin\Desktop\STUDY DOCS\recording.txt Thursday, May 01, 2014 9:02 AM
There are two types of call recording in the UCCX.
1. Via the traditional VoIP monitor Service: captures packets directly from an IP network
switch via the switch’s Switched Port Analyzer (SPAN) configuration.
Cisco Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result,
switches that do not allow the destination port of a SPAN configuration to act as a normal
network connection cannot be used to perform VoIP monitor.
2. Via the Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring
Service: The agent’s IP phone repeats RTP packets to the agent’s PC. When a supervisor wants to
monitor/record the agent, the supervisor application sends a message to the agent desktop to
forward the RTP packets to the supervisor, who can then monitor the agent/caller conversation
via the sound card on his or her PC. This method requires the agent to use the Cisco Agent
Desktop (not the IP Phone Agent) and a phone that supports desktop monitoring.
Enhanced or Premium license is required for call recording.
Here’s how you configure Endpoint/Desktop Monitoring Service:
1. Connect the PC running CAD to the computer port on the IP Phone.
2. Enable SPAN to PC port on the Agents IP Phone.
Device -> Phone
3. Disable G722 codec.
System-> Enterprise Parameters
4. Set the recording count on the UCCX.
System-> System Parameters
5. Ensure that monitoring and recording services are started.
Unified CCX Serviceability-> Tools-> Control Center – Network Services
6. Add start and stop recording buttons in CAD using the Cisco Desktop Work Flow Administrator.
Work Flow Groups-> X-> CAD Agent-> User Interface-> Toolbar-> Task X-> Add -> Utility Action ->
New
7. Add the Workflow created in the previous step to the Agents.
Cisco Desktop Administrator-> Personnel-> Agents
8. Assign VoIP Monitoring Device to the Agents.
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording-> VoIP
Monitoring Device
9. You can configure monitor/recording notification, Supervisor Barge In/Intercept etc under:
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording->
Display Settings
10. Install CAD on the Agent PC.
11. Goto C:\Program Files\Cisco\Desktop\bin\PostInstall.exe
Click OK at the first screen showing the UCCX server(s). Click on VoIP Monitoring Service and
-1-
C:\Users\febin\Desktop\STUDY DOCS\recording.txt Thursday, May 01, 2014 9:02 AM
select the IP address of the NIC that’s connected to the IP phone.
12. If you are running tagged voice VLAN your NIC must be able to handle tagged frames. Most
newer NICs supports this but you might have to enable it in Windows.
Settings menu for the NIC-> Advanced-> Priority and VLAN enabled.
List of tested NICs:
http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e
3149.pdf
The Agent recordings are saved on the UCCX Server and only the Supervisor can listen to them
from the CSD. Recordings are saved for 7 days, you can also mark them as extended and save them
for 30 days

Warm Regard's =========== Amit
Cisco Employee

Hi Amit ,If you cannot see

Hi Amit ,

If you cannot see recording files in Supervisor desktop then I think files are not recorded properly

Please follow below steps to download recording files

1)login in UCCX appadmin page

2)tools-->password management

3)reset the password of RecordingSFTP user

4)install file zilla client and login with "uccxrecordings" user

5)And download the files

 

you can use command "show uccx recording space" to check how much space is left for recording files.

in HA step Max space is 2.5GB.

 

I hope this info will help you .

 

Regards

Ravi

 

 

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