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UCCX stops recording after call is placed on hold

We've got CUCM6 and UCCX5. When an agent places a call on hold, the recording stops and doesn't resume when the call is removed from hold. Any thoughts?

2 REPLIES
Green

Re: UCCX stops recording after call is placed on hold

When you use CUCM silent monitoring through the BIB (Built-In Bridge) on the new generation IP phones, the monitoring party is automatically placed on hold when the agent places the customer on hold. The monitoring session automatically resumes when the agent resumes the call.

Recording would be the same.

Regards,

Geoff

Green

Re: UCCX stops recording after call is placed on hold

Apologies - recording is not quite the same. When the agent places the customer on hold, recording calls are torn down. When the call is resumed, two new recording calls are established.

Regards,

Geoff

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