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Community Member

UCCX call recording

Hello,

We have currently implemented UCCX 8.5 with premium licenses, I belive recording features will be having in premium, but having few question,

1. How call will record

2. Does recording happen in real time for all calls or do we have to select which call has to be recorded

3. Where the recorded calls stores

4. Does we intergrate this recording with 3rd application like Witness/Veriant

Thank

Regards,

Sam

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1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

UCCX call recording

1. How call will record

The audio is spanned by the phone to the PC Port where CAD is listening for the RTP packets. CAD in turn forwards the audio to the recording service on the CCX server which stores it in RAW format. This will consume ~160Kbps, plus overhead, over and above the call itself.

2. Does recording happen in real time for all calls or do we have to select which call has to be recorded

CCX does not include an automatic recording feature. The recording must be triggered by a supervisor in CSD, an agent in CAD (if you have added a workflow button for it), or a workflow action from Workflow Administrator.

3. Where the recorded calls stores

In a directory on the CCX server. This directory has a hard-stop quota of 2.6GB. If that is exceeded recordings will fail. The recordings auto-delete after seven days, or thirty days if marked for retention by a supervisor in CSD. You can export and convert the recordings to WAV format using a batch job.

4. Does we intergrate this recording with 3rd application like Witness/Veriant

No. Those products are typically used instead of the built-in functionality. Most customers end up purchasing another application for automatic recording of calls.

Please remember to rate helpful responses and identify helpful or correct answers.

7 REPLIES
VIP Super Bronze

UCCX call recording

1. How call will record

The audio is spanned by the phone to the PC Port where CAD is listening for the RTP packets. CAD in turn forwards the audio to the recording service on the CCX server which stores it in RAW format. This will consume ~160Kbps, plus overhead, over and above the call itself.

2. Does recording happen in real time for all calls or do we have to select which call has to be recorded

CCX does not include an automatic recording feature. The recording must be triggered by a supervisor in CSD, an agent in CAD (if you have added a workflow button for it), or a workflow action from Workflow Administrator.

3. Where the recorded calls stores

In a directory on the CCX server. This directory has a hard-stop quota of 2.6GB. If that is exceeded recordings will fail. The recordings auto-delete after seven days, or thirty days if marked for retention by a supervisor in CSD. You can export and convert the recordings to WAV format using a batch job.

4. Does we intergrate this recording with 3rd application like Witness/Veriant

No. Those products are typically used instead of the built-in functionality. Most customers end up purchasing another application for automatic recording of calls.

Please remember to rate helpful responses and identify helpful or correct answers.

UCCX call recording

Quick question, Jonathan. I am running UCCX version 7.01 and will be migrating to 8 soon. In my current version, through the workflow administrator, I have every call being recorded automatically with no user intervention. Has version 8 done away with this feature?

Tracy

VIP Super Bronze

UCCX call recording

No, it's still there; however, you will be constrained to the 2.6GB limit placed on the recording directory. Additionally, since you will not have access to the file system directly you will need to export the files using SFTP and convert them to WAV (page 134). If you want it to happen automatically you will need to write a batch file and use a scheduled task to repeat the export periodically. Lastly, don't forget that the directory does not auto-overwrite. If you risk hitting the quota you will need to login to the CLI using SSH and run 'utils uccx recordings purge' to make room; until you do recordings will silently fail.

Please remember to rate helpful responses and identify helpful or correct answers.

UCCX call recording

Thank you!

Community Member

UCCX call recording

Thanks a lot.

Community Member

UCCX call recording

I am not totally sure, 

let say in Cisco Desktop Admin... maybe you can configure an action for the answer a call action ( like recording button)  on all the agent.

What do you think ?

UCCX call recording

Hi Philippe,

Yes, you can perform the Recording of the calls in the below ways.

1. Agent initiated recording, here in CAD the task button is added using the CDA.

2. Supervisor initiated Recording (which is by default one of the supervisors functionality)

3. You can write the workflow action through CDA, to start the recording automatically when the call is answered at specific UCCX extensions.

4. If you want to record all the incoming calls than there are solutions using QM\AQM\WFM products which integrates with UCCX.

Hope this helps.

Anand

Pls rate helpful posts !!

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