We are using CUCM 7 in our company. I have to monitor calls and record some calls manually or automatically. can cisco desktop agent do this, or I should use 3rd party applications? what application works well with CUCM 7? any suggesstions?
CAD can capture CCX agent calls only and it does so by manual trigger/request of a supervisor on a call-by-call basis. The only way to automate it is to build a CDA workflow that presses the start recording button automatically; however, this has serious scaling limitations. For example, the server will not store more than 2.6GB of audio total and does not auto-delete the oldest data to make room for the new.
There are dozens of call recording vendors. You can sort through them in the Cisco Developer Marketplace. You'll want a vendor who supports the Built-in Bridge of phones and/or Cisco MediaSense.
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...