REMOTE RECORDINGS OVER THE WAN IN CCX 7

[ggiannattasio]

We have a customer

with CCX 7 local agents and recording services ( BUT NO QUALITY MONITORING)

Normally records all local agents calls ( colocated with CCX.

Now customer has remote agents via WAN and needs to record their conversations.

According specifications and PDI case the sutiationis:

"This deployment model can support silent monitoring and recording for agents at any WAN-connected site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model does not incorporate additional remote Monitoring components, so silent monitoring and recording is not possible for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and recording is not possible for agents at remote sites who are using phones that do not support desktop monitoring."

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf
page 4-6

The list of phones not supported for desktop monitoring is listed in the compatibility guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

In other words CCX can support "silent monitoring and recording for agents at any WAN-connected site by using desktop monitoring"

But assume you use an IP Phone that supports desktop monitoring

AS RECORDING OPTION WITHOUT QUALITY MONITORING NEEDS MAC ADRESS OF AGENT how can CCX record agent calls taking into accoutn that MAC address is lost when traversing the WAN ...

So the question for this dsicussion is :

IS QUALITY MONITORING THE ONLY WAY TO RECORD REMOTE AGENTS OVER THE WAN OR ARE TEHRE OTHER OPTIONS WITHOUT IT??

Pease reply to ggiannattasio@conatel.com.uy

[Jonathan Schulenberg]

It is possible without QM. When using desktop monitoring, the phone is configured to Span to PC port. The agent must be running CAD and the PC running it must be attached to the PC port on the phone. CAD sees the spanned packets from the phone and then forwards them to the recording service on the CCX server. The big gotcha is that the NIC in the PC must not discard 802.1q-tagged packets. If the NIC discards them instead of forwarding them into the NDIS stack, CAD will never see them. Sometimes this takes a Google search and a registry setting change to fix if it doesn't work at first.