Hi Christian,
Please find the checklist below for monitoring & recording:
Go to agent's phone in CUCM whom you want to monitor or record and check these parameters:
1) Span to PC port --> Must be enabled.
2) PC Port --> Must be Enabled.
3) PC Voice VLAN Access --> Must be Enabled.
4) Advertise G722 codec" --> MUST be Disabled
5) The agents extension should be Unique on Call Manager, the lines that are going to be monitored or recorded must not be shared lines.
--------------------UCCX side------------------------------
1) Please open "Cisco Desktop Administrator"
2) Then go to Services Configuration --> Multiline, Monitoring and Recording--> VOIP Monitoring Device
3) Make sure that default "Monitor Service" is selected and "Desktop Monitoring" is enabled for each agent
------------------- Agent side -----------------------------
1) The phone should be daisy chained. (Computer --- connected to--> IP Phone -- connects to ---> Network).
2) On C:\Program Files\Cisco\Desktop\bin ---> PostInstall.exe -> This should have the correct IP address of the NIC card that the computer is using. If the computer is using 2 NIC cards (Wireless and Lan), one of them should be disabled. So, if they leave the LAN NIC enable, they should be using that IP address on Postinstall.exe
3) All the Antivirus and Firewall on the Agents' and Supervisors' PCs should be disabled.
----------------------------- Other things to check--------------------------
1) NIC binding should have the NIC used to record as the first one at the Agent and Supervisor PCs.
My Network Places -> right click -> properties -> Advanced -> Advanced settings -> the recording NIC should be the first one at the connection field. If not, correct it and reboot the PC.
2) Recording Count should NOT be less:
Go to Cisco Unified CCX Administration --> System > System Parameters and set the number of the recording count appropriately.
Regards
Deepak
