topic Call Recording a Conference Call in Contact Center

Call Recording a Conference Call

Michael Martin — Thu, 14 Mar 2019 19:51:03 GMT

Contact Center Express 8.5.1 and call recording

I can record and agent without a problem, but when the agent is in a conference call it only records one of the conversations, not all 3 conferees.

Is that normal or should all 3 people be recorded.

Call Recording a Conference Call

Jonathan Schulenberg — Tue, 10 Dec 2013 10:55:09 GMT

CAD will capture the RTP stream to and from the agent's phone. The incoming RTP stream should include a mixed stream of the active speakers on the conference. It will not include separate RTP streams for each participants; only the DSP has that information. End result: you should be able to hear the conference just as the agent does.

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Call Recording a Conference Call

chrward — Tue, 10 Dec 2013 21:28:46 GMT

Are you using an external conference bridge or the BIB on the phone? Also, what is the model phone you are using and what firmware version is it runing? Also, what is the CUCM version?