Recording step in UCCX 10.5 CAD

[David Graham]

With our CAD 8.5 setup, we have the recording step set so that when a call comes in to certain agents it automatically gets recorded. We have this set in the Desktop Administrator.

In my test lab I have upgraded to 10.6. I know that Finesse will not record the same way so I am just working with CAD. When a call comes in to the agent, the step that creates the recording works and I see the recorded call through the Supervisor interface. The only issue is, there is no sound.

My question is, should there be sound? It may just be a factor of my lab. Since recording is something I need to do, I want to make sure that this will work and the hardware in my lab is just not up to snuff to let it work.

Thanks for any input!

Cheers

Dave

[Deepak Rawat · Accepted solution]

Dave, without any doubt recording should/will work for the agents using CAD. It is true that in 10.6(1) SU1 you have the option of using Mixed Mode i.e., some agents can use CAD and some can use Finesse at the same time.

However the recording for these agents is done differently. For CAD, recording will still be done using UCCX as you are doing currently. For agents using Finesse, you will need Media Sense.

So most probably it is something wrong in your lab set up or may be some other issues due to which recording is not working. However, as mentioned above it will/should work for CAD agent even on 10.6 UCCX.

Regards

Deepak

[David Graham]

Deepak - as always, thanks for the response. Glad to hear it should work.

Thanks for all the help you have been while preparing this upgrade!

[Deepak Rawat]

You are most welcome David and thanks for updating the forum.

Regards

Deepak

[sabir.bedi1]

Hello Deepak Rawat and David Graham 

can you guys help me with cisco media sense solution ?

I need to know pre-requisties for the installation and about the licensing model for CMS

[Deepak Rawat]

You do not require any license for MS as it works on Right To Use license concept, refer below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/mediasense/105/User_Guide/CUMS_BK_M5B01864_00_ms-user-guide-105.pdf

Also take a look at below document which I wrote in order to understand major types of recording available with MS and their related configuration

https://supportforums.cisco.com/document/12727731/types-recording-options-available-media-sense

Below is the link for supported hardware on which you can install MS

http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_MediaSense

Link for ordering MS and pricing details:

http://www.cisco.com/c/dam/en/us/products/collateral/customer-collaboration/CCBUorderingguide.pdf

Below is the main documentation download page for everything related to MediaSense

http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html

Regards

Deepak

[David Graham]

That is really really cool to know.

I did not look much into MediaSense just thinking it was going to be a large cost to purchase and license, but seeing what you wrote above and checking out the pricing on the Cisco site, that is very doable.

Now to dig through all of the documents and see what I can glean from them!

Thanks again!

[sabir.bedi1]

Hello Deepak Rawat ,

Thank you for the information ,still not able to understaND the pricing and licensing 

refer attached images 

Not sure about,costing for licenses ?can you please elaborate 

i need to give solution to couple of clients 

[Deepak Rawat]

Post it at below Presales/Partner community which is best suited for these kind of requirements. CSC is more for technical related questions

http://www.cisco.com/c/en/us/partners/support-help/presales-helpline.html

Regards

Deepak