on 07-30-2010 11:35 AM
In UCCX we can configure automatic recording for the agents that our agents handle, its important to notice that its recommended to not record all of the calls that comes into our call center that can cause performance issues in our server ALSO ITS NOT SUPPORTED BY CISCO TAC. "The recording functionality is intended for “on demand” use only, and not for recording all calls in the contact center" (Cisco CAD Installation Guide, 2009, p.22)
http://tools.cisco.com/squish/F00c9
In case that you would like to know how many concurrent session does your server support, that information its in the release notes of each UCCX version under the scalability session.
http://tools.cisco.com/squish/78f27
Now, I will tell you the necessary steps to acomplish this task.
Hi, Walter.
Thank you for such detailed description.
I've done all steps according with instruction but i could not find audio record files.
I have added voice contact workflow to CAD-BE agent instead of CAD Agent. It was my mistake.
When i do the same steps at CAD Agent menu - I saw raw files at C:\Programm Files\Cisco\Desktop_Audio folder. But they all has *.RAW 1KB size. Is it correct ? I've talked over 1 min and only 1KB Any ideas ?
My advice will be check first if normal monitor works, if is working try to get an sniffer trace in the server to see if the RTP is getting there from the CAD
Hi Walter,
Do you think anything similar is possible with IPPA?
Thanks.
After some investigation, it seems that the required workflow configuration is only available for CAD. On-demand recording is the only option available for IPPA.
Hi,
Although recording all calls is not recommended, for various reasons outlined in this thread, it is supported. The Data Sheet makes this clear in Table 7:
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html
These are simultaneous recordings and playbacks. So, recording all calls is supported (although not recommended) if it is below the simultaneous recordings listed in the Data Sheet for that server class and the space allotted, is not full. If the space is full, all recording stops.
Another reason why Calabrio does not recommend this is because of their own recording solutions like QM and AQM.
Regards,
Arundeep
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: