UCCX 8.02 - Call recordings have stopped

[Ayaz Khan]

Hello,

Over the weekend our UCCX server crashed.  Since then call recordings have stopped.  I have restarted Cisco Desktop VoIP Monitor Service, checked to see if call is recording is enabled for the agents in Cisco Desktop Administrator, and also made sure that call recording is configured in Cisco Admin (plugin). 

I'm looking for any troublshooting steps, if anyone has any ideas please let me know.

Thanks,

Ayaz

[anchoudh]

Hi Ayaz,

Please use the below links and see it helps.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

Thanks,

Anand

Please rate helpful posts !!

[anchoudh]

Hi Ayaz,

Couple of others things to look at.

1. By any chance is the Recording Count (under UCCX Admin->System Parameters page) is set to "0", if so change it max allowed number.

2. Check the status of "Cisco Desktop Recording and Statistics Service" on each node by using the below command.

Command Syntax:

utils service [option] [service-name]

Refer page 37 of the below given UCCX CLI guide link.

Note: If you have HA setup, and if one of the node's Recording service is down, than only the alternate calls will be recorded. Because Recording is the only feature in UCCX which works in load balancing mode in HA deployments.

3. Check the free space available for Recording by using the below command.

Command Syntax:

show uccx recordings space

If so, please purge the recording files.

Command Syntax:

utils uccx recordings purge

Note: This command purges the oldest recording files first.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851cli.pdf

Try restarting the below services on Node1.

- Cisco Desktop Recording and Statistics Service

- Cisco Desktop VoIP Monitor Service

Also please make sure that the UCCX first node holds the mastership of all the feature services (you can restart the second Node this to happen so that all the servie mastership will be given to First node of UCCX).

If these things doesn't resolve your issues, you may need to contact Cisco TAC for further troubleshooting.

Hope it helps.

Anand

Please rate helpful posts by clicking on the stars below the right answers !!

[Ayaz Khan]

Thanks for the response.  We restarted Voip monitoring service again, and it resolved the issue.  Its wierd because we had done this several times a couple of days ago.

[anchoudh]

Hi Ayaz,

Glad to know that its working now .

Please don't forget to rate all the helpful posts by clicking on the stars (select the numebr of stars based on the helpfulness of the answer) below the right answers.

Thanks,

Anand

[anchoudh]

Hi Ayaz,

Am wondering if one star is worth this effort ?

Thanks,

Anand

[Aaron Harrison]

Have some more then (+5)

[anchoudh]

Hi Aaron,

Thanks for the nice ratings .

Regards,

Anand