Call Recording Verint issue only for internal calls
We have an issue with the install of Verint call recorder. We have CUCM 7 and setup DMS on te required phones, created CTI route point (ext4355) and created JTAPI user as described by Verint guide.
The recording works from the recorded phone to external calls and from a non recorded phone to recorded phone without a problem. The issue is from a recorded phone to internal non recorded phone. Verint is saying they don't see CTI on those calls. Any ideas?
Re: Call Recording Verint issue only for internal calls
I had the same probelm with Verint; I got the impression that they had not come across this issue before.
In the end I managed to work out what the issue was using CCM traces /wireshark/phone stats (Settings>Phone Status>Call Statistcs):
The issue was down to a codec issue.....
Even though all of the phones were in the same 'G711' region; by default the phones negotiate G.722 codec. The Verint recorder supports G.711 but not G.722, hence the recording between internal calls failed.
To get round the issues I set the Service Parameter 'G722 Codec Enabled' to ‘Enabled for All Devices Except Recording-Enabled Devices'.
I also found the following document very useful document (in particular the section on 'Limit Codec Usage for Recording Calls'):
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The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.