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call agent is not recording

juan.hinojosa89
Level 1
Level 1

‎09-13-2018 03:29 PM - edited ‎03-14-2019 06:29 PM

Hi 

We have only one agent that is not recording, we disable the windows firewall and disable the antivirus and it is still not recording. This is the only message displayed in the logs from agent machine:

 

2018-09-13 09:22:53:600 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:22:55:086 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:22:55:130 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:22:56:947 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:22:57:003 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:22:58:437 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:22:58:487 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:00:048 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:00:094 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:01:601 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:01:646 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:03:153 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:03:198 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:04:822 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:04:867 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:06:476 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:06:521 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:07:974 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:08:019 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:09:491 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:09:536 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:11:025 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:11:069 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:12:658 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:12:703 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:14:125 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:14:169 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:15:735 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:15:779 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:17:228 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:17:272 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:18:792 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:18:838 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:20:337 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:20:383 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:21:919 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.
2018-09-13 09:23:21:964 INFO STD0004 Client <Primary_CTI@10.11.228.11:52102> connected to service at <10.11.228.11>.
2018-09-13 09:23:23:597 INFO STD0005 Client <Primary_CTI@10.11.228.11:52102> disconnected from service at <10.11.228.11>.

 

 

 

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Jonathan Schulenberg
Hall of Fame
Hall of Fame

‎09-16-2018 12:08 PM

You haven’t mentioned a product, version, or anything about the recording setup. Assuming CAD since that’s the only native Cisco option that involves the PC. I suggest reviewing these guides as a start:

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/cad-voip-mon-rec-guide.pdf

https://www.cisco.com/c/en/us/support/docs/voice-unified-communications/icm-cti-desktop/28646-silent-monitoring.html
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