Recording and Monitoring When Agents us CIPC

[Mario Garcia]

UCCX 8.5.1.11002-22

How do I setup recording and monitoring of calls when the agents using CAD have CIPC as their phones?

This was working when they had physical phones, but now that they use CIPC it does not.

Can someone provide the requirements to make this work with CIPC?  I cannot see to locate any on Cisco's site.

Thanks,
Mario

[anchoudh]

Hi Mario,

1  On the Agents PC:

a.    Please ensure there is no antivirus or firewall

b.    Check the NIC binding order on the machine is correct, the active LAN card should always be on top.

c.    Please check the NIC binding order by running the PostInstall on the agents PC.

•    The first screen showed the IP address of the UCCX server, click OK.

•    Then it showed the screen for the Cisco Agent Desktop Configuration Setup

•    Under the VoIP monitor service, select the appropriate  NIC or IP address under Adapter

•    Clicked Apply after selecting the NIC card.

•    Logout the agent and login back.

2.     On the Cisco Desktop Administrator, please ensure that the agents MAC  address has the desktop based monitoring has the Enable Desktop  Monitoring check box checked in case of desktop based monitoring and  unchecked in case span based monitoring.

Hope it helps.

Anand

Please rate helpful posts !!

[Sunil_Vs1]

Typically, when you install CAD server, you see “CISCO VoIP monitoring” service installed which would take care of monitoring of CIPC reps.

See below file, Monitor Sever(Option 3) should give you option to choose the Monitoring Server.

-Sunil

[Erick Bergquist]

Also, the CIPC device name needs to be all capitals and start with SEP.


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