We have a customer with a CUCM 6 and Genesys contact centre integration. They are using NICE to record inbound calls destined to the agents. What we have found is that the audio in the beginning of each recording is clipped. The file contains approx 1-2 secs of silence and then the rest of the greeting that the agent is saying is heard. So if the agent is actually saying "Welcome to ABC corporation", in the recording the first one or two words are missed and instead there is complete silence. The customer who has dialled in can hear the agent fine. Its just the recording that seems to have a problem. Has anyone come across a similar problem or would happen to have some idea on this? Your help is much appreciated.
The purpose of my question was to see if anyone else had faced this issue and the the steps that may have been taken to fix it along with some ideas that could possibly assist me in doing root cause analysis. Apologies if it sounded like I was claiming it to be a Cisco issue.
NICE have come back and said that it is a problem on the Cisco end without giving any details which is unacceptable. Hence this post to try and dig deeper into the issue and fix/escalate it with support from the community.
We setup a packet captue using Wireshark and connected the sniffer to the PC port of the phone. As per Cisco documentation, we were able to see 4 streams. However, in one of the streams to the recording server, it shows a delta of 1000ms and on further analysis, it reports "Wrong sequence number" for RTP packets.
Is this some kind of a delay that gets introduced when using the BIB feature which in turn needs to invoke the phone DSP?
Could it possibly be a bug or something? CUCM ver 6.1.3, phone type 7941 and SCCP load 8.4.2
This might not be of much help but i worked on the first uk deplyoment of the NICE recording solution using the SIP and the BIB capability of CM6.
I hate to say this but we had so many problems that after about two weeks we had to remove it and resort back to standard spanning recording.I think there is still some work to be done on this from cisco and the various recording vendors
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