UCCX: Recording

[Laith Ibrahim]

Dears,

I am comparing two methods for call recording, mediasense vs Cisco QM

I know Cisco pushes for mediasense now, but i have one issue regarding that,

As you know using QM for recording will result the metadata to be like this:

But if you use mediasense instead the metadata becomes like this:

As you can see my issue is the missing metadata information coming from the mediasense,

I already activated the agentinfo gadget for finesse and i can see the missing info in mediasense, but i can't see it in the QM

Does anyone have any clue about this?

[Rolando Valenzuela]

Just to make sure I got it right,

When you enabled the "agentinfo gadget" the metadata looks fine in mediasense but not in QM?

Could this be software restriction to force for only one solution? When I implemented CUIC it remove the option of keep using CCX Historical reporting (which was what I wanted), but my point is that I cannot uses both, is one or the other.

Could this be a similar scenario?

Rolando Valenzuela.

[Laith Ibrahim]

Dear Rolando,

Yes its looks fine in mediasense but in QM it is only raw data,

I don't know your scenario as i think it is in the old uccx, i am using here uccx 10.6 with CUIC and Cisco QM for agent evaluation & mediasense for call recording.

[Rolando Valenzuela]

True, I'm working on v9 :(

Both tools should work together, have you already opened a TAC for this?

Are both system taking the info from the same box?

Regards.

Rolando Valenzuela.

[Laith Ibrahim]

It's NFR product, can't open TAC for that.