Call recording works only for hardware phones

[Joseph Thvedt]

We're implementing call recording (Calabrio), and it's working for our physical phones. For soft phones (IP Communicator and Jabber), it doesn't record anything. All devices seem to have the proper config -- they're in the JTAPI application user device list; the recording profile, option, and media source are the same as on the desk phones that are recording successfully. Any ideas?

[Thomas G. Johannesen]

If you are using BIB (Built in Bridge), is that active on the device ?

[Joseph Thvedt]

Yes, BIB is on for all devices. Also "Allow Control of Device from CTI" is on.

[bill.king1]

We had a similar issue and it was due to network firewall blockage.
Also, as a test, confirm that your supervisor can in fact silent monitor an agent using Finesse (forget about recording). We've also seen cases where BiB is completely jacked up, in which case doing a Finesse silent monitor test confirmed that BiB itself was working properly.

[Joseph Thvedt]

Good idea about testing the BIB with Finesse monitoring. I just verified that we can monitor one of the phones that is not recording.

I had suspected a firewall problem, and had our network security guy look at it earlier in the week. He said we weren't blocking anything, but I'll have him take another look.

[bill.king1]

Another thing to check for the recording piece aside from the network is (assuming this is the same with UCCX as for UCCE) is that did you follow the Calabrio user/device configuration steps? For instance, the configuration steps for a phone that uses Extension mobility is different than for when a user is using Jabber for instance, they have rules for the names of Jabber devices, etc. Good luck, let us know if the network is the issue.

[Joseph Thvedt]

Hmm -- "rules for the names of Jabber devices?" I've had Calabrio folks look at this, and they didn't mention anything about that. I don't suppose you have a document describing those rules?

[bill.king1]

This is an old post about it, I will try and find something more recent, but you'll see some of the ones mentioned here. It may not be an issue but like they had to have names like SEP or CSF
https://community.cisco.com/t5/contact-center/unable-to-record-calls-of-jabber-using-aqm/td-p/2623610/page/2

[Joseph Thvedt]

Our device names already conform to those conventions.

Interesting bit in that thread about codecs, but Jabber-to-Jabber isn't much of a consideration for us.

[bill.king1]

Good news that your device names are compliant.
Do you happen to be using Calabrio screen recording as well? Would be curious if screen recording is coming over for the same desktops or not? Did your network guy see anything being blocked.

[Joseph Thvedt]

I don't know why, but recording is working. Just out of the blue it seemed to fix itself. I had sent logs to TAC covering the time period of a known failed recording, and they didn't find anything.

It's good that it's working, but I sure wish I knew why, because when it breaks again, I'll have no idea what to do.

[bill.king1]

Any type of software update done (software firewall, product update, etc.)?