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UCCX stops recording

We are using UCCX 7 and the agent need to manually click "record" button to record all the conversation.

It was good until today, the agent found that some of the recording were "cut out" during the conversation.

For example, the total length of the call is 10 minutes, but after 5 minutes, there is no conversation in the wav file but the uccx keeps recording until the call finished. The agent did not realize that until they check the wav file later.

span pc port definitely is ticked, and it happened randomly, so I think all the settings for phone and Call Manager should be fine, it may caused by the switch or maybe the PC.

Any suggestion regarding how to find the root cause will be much appreciated.

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3 REPLIES

UCCX stops recording

Hi Yixiu0317,

If you have a UCCX 7.x HA setup than Recording feature works in loadbalancing manner. That is 13,5...etc gets recorded in the First Node of UCCX and 2,4,6...etc will get recorded in the second node of UCCX.

So I hope your Agents are not stopping and starting the recording option multiple times with the same connected calls, if you than you will see saperate files in two nodes of UCCX.

Regarding the reason why the recording gets stopped, please check the CAD logs located in

C:\Program Files\Cisco\Desktop\log.

You can also refer the below troubleshooting guide for further information.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

Hope this helps.

Anand

Please rate helpful posts !!

New Member

UCCX stops recording

Hi                     Anand

Thank you for your prompt reply.

our agents did not click the stop and restart the recording.

the problem is acturally the calls were recorded fully, just from middle of the conversation, the rest of the wav file became inaudiable.

I had suspection that the NIC had problem which cause the problem, I will do the test.

Cheers

Re: UCCX stops recording

Hi Yixiu031,

Please refer the "Cisco Agent Desktop Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring" in the below link.

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

http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf

Also please don't forget to rate all the helpful posts by clicking on the stars below all the helpful postsing.

Thanks,

Anand

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