contact center express 8.5 recording

[concord_83]

hello any body could give me good reference or decom.  to implement recording in uccx8.5 as its my first time implementing recording in uccx8.5

[Nathan Gageby]

Use QM8.5.2

[concord_83]

sorry could you clarify ???

[concord_83]

sorry Nathan i couldnot  understand you if you have any doc. to be reference it will be good or could you clarify QM

[concord_83]

any body have another doc. or reference for implementing recording and monitoring in uccx8.5

[wenqianyu]

One solution is to use QM 8.5, also called Quality Management 8.5. You can search Workforce Optimization (WFO) in cisco web site. WFO contains two products: Workforce Management (WFM) and Quality Management (QM). QM can be used to record calls to UCCX system (using Workflow). It also has Call monitoring function. You can also find information from Calabrio web site as WHO is  made by Calabrio.

UCCX 8.5 by itself has call monitoring and recording function. Agents use CAD to do on demand recording.

Hope this helps

Wenqian

[concord_83]

thanks

wenqianyu

but i need to configure uccx it self to do recording and alote of questions will i need script to do ecording or my Main application is enough and its automatic i configure Cisco Desktop Administrator with workflow to do automatic recording all in need steps or reference doc. and also iam facing aproblem if u can help me my edge switches 2960 with LanLite IOS it seems that it cannot support RSPAN so how to do recoring if any workaround or any procedure need to be done

[wenqianyu]

You should be able to use CAD to do 100% call recording. You need to configure a workflow in Cisco Desktop Administrator. Under Answered Event, configure Record Action. Under Dropped Event, configure a Stop Recording Action.

Agents who need to have their ACD calls recorded should have this Workflow in their Profile.

Then Agent phones should have SPAN to PC port enabled.

You need to find a way to download those recordings to a network place in batch. In old Windows UCCX system, there was a Utility to convert recordings from RAW format to wav format. Not sure whether a similar utility in UCCX 8.5 (Linux).

Hope this helps.

Wenqian

[concord_83]

thx for u reply i need ur help in the follwing in u could help me

connect my uccx8.5 to core 3560 x switch and i have agents connected to 2960 edge switches

when i put the destination port in remote span my uccx 8.5 lose its connectivity and i cannot ping it

i have the following configuration on my edge 2960

monitor session 1 source interface Fa0/3 , Fa0/7 , Fa0/9

monitor session 1 destination remote vlan 10

in my core 3560x

monitor session 1 destination interface Gi0/2 encapsulation dot1q ingress .....

monitor session 1 source remote vlan 10

after inggress  which vlan should i put....

my phones vlan 3

remoate SPAN vlan 10

my server vlan 2 uccx8.5

[wenqianyu]

I only configured SPAN in LAB that both Agents and UCCX servers are in the same switch. I could not tell which part is wrong in your case.

Wenqian

[concord_83]

i also tried to do so wwhen just the port for uccx 8.5 put in the seesion destionation monitor it suddenly disconnect the agent i dont know why and cisco told that ucc8.x recrding and wokring interface should be one

[concord_83]

sorry one another question i have made the work flow for automatic recording will i need specific script for recording or its automatic

please note that i designed  my basic application script but for recording it self what i was asked about

[wenqianyu]

When configure SPAN on switch:

monitor session 1 source vlan 151 rx

monitor session 1 destination interface gi4/2

Vlan151 is our Lab Voice Vlan. UCCX server in on interface G4/2

When configure Workflow, no need to change you script. Only configure that in Cisco Desktop Administrator.

Wenqian