If your Agents are on PC's and their PCs are plugged into the back of the phone you can try end point or Desktop Recording.
The CAD program captures the audio from the phone and sends it back to the CCX server.
On the phone you need the "Span to PC port" turned on. That depends on what phone model you are using.
Go to appadmin on the CCX server and then on the top right select "Cisco Desktop Administrator".
In the left panel select Services Configuration/Multiline Monitoring and Recording/VOIP Monitoring Devices
On the right does it say enabled on "Desktop Monitoring". These is where you select between SPAN and Desktop Recording, how is your set?
Graham
