04-01-2012 10:45 AM - edited 03-16-2019 10:24 AM
Anyone done this ? I believe cisco sell call recording now - any pointers ?
The configuration on the Call Manager / handsets is well documented
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_5_1/ccmfeat/fsmr.html
Any pointers to the actual 'Recording server' installation / configuration ?
Thanks
James
Solved! Go to Solution.
04-04-2012 07:19 PM
Hi ,
This product is WFO product and this is not only with 8.5. This is old product and was there long back. As you might be knowing this product is from Calabrio ( Cisco's OEM partner ), that is why I told CUCM/UCCX alone is not enough for the recording.
WFO supports following three kind of recording procedures
• Using Desktop Recording service (Endpoint) to record from an agent’s desktop
• Using Server Recording (SPAN)
• Using Network Recording
We have video recording for the integration by Calabrio team, Hope this video helps you.
http://portal.calabrio.com/tiki/tiki-index.php?page_ref_id=183
Regards
Ronak patel
Rate helpful posts.
04-01-2012 11:32 AM
That is something you need to look directly within the product you buy for recording, either UCCX/UCCE or any 3rd party product you buy.
Note that the document does not mean CUCM can do call recording, you forcefully need something else to do the actual recording
HTH
java
If this helps, please rate
www.cisco.com/go/pdihelpdesk
04-01-2012 11:35 AM
We use A product called Call Copy for UCCX and very happy with it.
Sent from Cisco Technical Support iPhone App
04-04-2012 01:36 AM
Hi James,
what about giving call recording solution by ZOOM a shot?
Here is the basic description and also user rating:
https://marketplace.cisco.com/catalog/products/1801
Regards,
Václav.
04-04-2012 03:11 AM
Actually my problem is
I have an ISO for - CCX85CRMEDKITK9.iso (looks like to be installed on a windows server)
I have a License for L-CCX-85-E-PAK CCX 8.5 autoexpanded eDelivery PAK
I have a License for L-UCSS-CCX UCSS for Uinity Contact Express
I have plenty of documentation on configuration of call manager and UCCX for recording
I dont have any documentation for how to install and configure the Call Recording server !
Any help / direction appreciated
James
04-04-2012 03:41 AM
Hi,
See if below link helps you.
CUCM alone will not do recording, you need third party recording server for the integration.
What third party server you have for recording.
regards
Ronak patel
Please rate helpful posts
04-04-2012 04:08 AM
Sorry - again some confusion here.
I have CUCM and UCCX 8.5.1
I have purchased Cisco's Call Recording Software.
I have downloaded the Disk Image for the software
I have the licenses.
I need some documentation for configuring and installing cisco's call recording software onto a windows server.
This server will actually record the calls ( i believe it has a SIP trunk to call manager and UCCX)
FYI - As of 8.5 you dont need a 'third party' for call recording.
Any help appreciated
James
04-04-2012 05:34 AM
Hey James,
Well....you learn something new every day +5 for flagging this change
that it looks like many of us had not seen.
I'm guessing this is your reference;
SIP Header Enhancements for Call Recording
Description
Release 8.5(1) of Cisco Unified Communications Manager introduces enhancements to the SIP headers
that are used in the SIP messages that are sent to the recorder when call recording calls are made. These
enhancements entail the following changes:
• Cisco Unified Communications Manager sends both the agent (near-end) and customer (far-end) call
information to the recorder via SIP messages. Messages travel through the SIP trunk. (Prior to this
enhancement, only the near-end information was sent via SIP messages and the far-end information
required a CTI connection to Cisco Unified Communications Manager.)
• The enhancement increases scalability: the recorder no longer requires a CTI connection to Cisco
Unified Communications Manager to obtain far-end call information from Cisco Unified
Communications Manager.
• The enhancement supports automatic recording through use of the Open Recording Architecture
(ORA) Cisco Zephyr recorder. Thus, a complete call-recording solution that uses only Cisco
products is now available. The Cisco Zephyr recorder provides a basic and powerful recording
capability and does not rely on CTI to obtain the far-end information.
Is this the product you are referring to?
Cheers!
Rob
04-04-2012 06:32 AM
Maybe it is - this is the link to the software in question
04-04-2012 07:19 PM
Hi ,
This product is WFO product and this is not only with 8.5. This is old product and was there long back. As you might be knowing this product is from Calabrio ( Cisco's OEM partner ), that is why I told CUCM/UCCX alone is not enough for the recording.
WFO supports following three kind of recording procedures
• Using Desktop Recording service (Endpoint) to record from an agent’s desktop
• Using Server Recording (SPAN)
• Using Network Recording
We have video recording for the integration by Calabrio team, Hope this video helps you.
http://portal.calabrio.com/tiki/tiki-index.php?page_ref_id=183
Regards
Ronak patel
Rate helpful posts.
04-26-2012 05:58 AM
Thanks for this feedback - very helpful
I have installed the software and the 50 license on UCCX. All I am doing is implementing 'Server Recording (SPAN) - with one box running all the recording and QM etc.
I have viewed the videos you recomended and all that seems fine. The bit I am missing here is -
Surely I need to configure a SIP trunk between the recording server and call Manager ?
Another part of the puzzle is - everything seems to push towards desktop recording. I am not doing this - just server recording. I would have expected to see an application on the server where is actually records -
All I seem to have is QMA / SQL 2005 a Cisco JTAPI app and a Proxy Pro Gateway Admin Network app.
Am I missing something here ???
Finally - all I seem to have is 'compliance' licenses. Is this sufficient for call recording ??
Any help appreciated !
04-10-2012 09:06 AM
Greetings Rob/Community,
Hope your well. I am trying to flush out a full time call recording solution for UCCX 8.5 Agents only and it seems that third party [i.e Calabrio] is the only option? I have 100 Cisco Unified CCX Enhanced Seats and it would appear that I need just two licenses; Call Recording License [The Cisco Unified Workforce Optimization Call Recording (CR) license allows only audio recording and archive search and playback. Status and archive reports are available to supervisors and managers only] and Quality Management License [The Cisco Unified Workforce Optimization Quality Management (QM) license supports audio contact recordings only for archival and quality management purposes] to make this work. Thoughts?
Many thanks!
Tom
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