Client is using extension mobility and CAD for their agents. CallRex is being used for Call recording. The goal is to automatically record all calls for the agent lines. At the moment the only way for them record is to highlight the user and press the record.
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What is being noticed is if the endpoint IP address is entered, calls will automatically be recorded, the challenge is agents are using EM and logging into different phones. So the IP address is always changing. The solution was to have 0.0.0.0 entered for IP address and CallRex would dynamically pulled the IP address every time the user logs in, but automatic recording does not work. The record button must be pressed every time.
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When troubleshooting with CallRex they noticed that SIP packets where not being sent to the CallRex server. If the IP address is hardcoded in CallRex Application SIP traffic is there. This was seen using wireshark packet capture.
If anyone has encountered this issue or have any ideas please let me know.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...