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Silent Monitoring and Call Recording not working properly on UCCX.


Hi All,

I hope some of you has already come across this issue before and can give me some suggestions.

I will start with Silent Monitoring.

When the supervisor start listening to the live calls the voice quality is really bad and the voice keeps breaking.

The call between the agent and the caller is mostly fine. 

I have done some packet capturing with wireshark and can see it is showing RTP packet loss, see attached photo.

It is saying about 40% RTP packet loss, if i recreate the RTP stream back i can really see at some points there is no recording at all.

See photo2.jpeg for it, after the yellow marker the voice completely disappear and comes back after few seconds.

If i capture the packets on supervisor machine i see the same there but sometimes it is worst on supervisor machine.

I am not sure what is causing it but the same thing is happening with call recording.

Some time the voice disappear and some times it simply breaks.

I would really appreciate if you can give me some suggestions.


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