UCCX 8 IP Phone Agent - Monitoring and Recording

[rajan-sbc]

Dear Team  - is there any special set up for  UCCX 8 IP Phone Agent - Monitoring and Recording from CSD? We agents that log in to the phone. With CAD I understand end point monitoring. How does monitoring work for an agent using the IPPA? In the desktop workflow administrator should the phone be set up correctly like no end point monitoring with default voip monitoring service?  IPPA agents can they be recorded from CSD? Please advise where this is documented. Thank you

[anchoudh]

Hi Rajan,

Did you do the below step in CDA ?

IP Phone Agent:

The Recording node under the IP Phone Agent node enables agent-initiated recording for agents who use the IP Phone Agent service.

NOTE: If your CAD system is configured to use Unified CM-based monitoring, the IP Phone Agent node is not available.

When enabled, the IP Phone Agent service has soft key options for starting and stopping recording. The IPPA agent can then record his or her own phone conversations, and these recordings can be reviewed by the supervisor using Supervisor Record Viewer.

See the Cisco IP Phone Agent User Guide and the Cisco Supervisor Desktop User

Guide for more information.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cip85ccxug-cm.pdf

Hope it helps.

Anand

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

[rajan-sbc]

Thank you. I am looking for CSD based on demand recording. The above says

The Recording node under the IP Phone Agent node enables agent-initiated  recording for agents who use the IP Phone Agent service.

I am looking for supervisor initiated anonymous monitoring and recording. Is that possible?

[anchoudh]

Hi Rajan,

Cisco IP Phone Agent (IPPA):  IPPA is a service application that runs on the IP phone itself to enable contact center agents who do not have PCs to function as CAD agents. It allows agents to take calls and set their agent state, but does not support many of the more advanced features found in the other agent applications. IPPA supports on-site agents and remote agents (using a hardware VPN). It supports live monitoring using the server capture and Unified CM capture methods, and supports on-demand recording using the server capture method.

Refer the below sections,

"Table 2. Audio stream identification methods" (page 21)

"Table 3. Packet capture methods supported, by application" (page 43)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

Because IPPA does not include an agent using CAD, IPPA requires a SPAN
port Monitor component on the local VLAN segment for silent monitoring
or recording.

Hope it helps.

Anand

Pls rate helpful posts !!

[rajan-sbc]

Thank you very much. I want to confirm. If the customer insists on IPPA are you saying the span port monitoring is the only way to do monitoring and recording? The term server capture is therefore span port design?  How does one set this up? Also what is the Unified CM capture method just for monitoring? How is this set up? I am looking for  details on set up. Thank you.

[anchoudh · Accepted solution]

Hi Rajan,

Yes, if its IPPA based recording\monitoring it has to through SPAN port.

Please use the below link on setting up SPNA based recording.

http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c612.shtml

Also please don't forget to rate all the helpful posts by clicking on the stars below the each of the right answers.

Hope it helps.

Anand

[Aaron Harrison · Accepted solution]

Hi

Re: monitoring - it's the same feature. Both monitoring and recording use the same SPAN technique to get the streams to the server, it's then just a matter of whether the server relays the stream out to the Supervisor, or writes it to disk.

Aaron

[rajan-sbc]

Thanks. Will the SPAN approach work with extension mobility? On the note "It supports live monitoring using the server capture and Unified CM capture methods" what is Unified CM capture method - is that BIB mixing the audio and sending it to sup phone?