We're having an intermittent issue that so far we have been unable to narrow down the exact cause so that we can fix the issue. Once in a while, when someone tries to start recording a call that an avgent is on, they will get a message stating "Unable to start recording for agent <agent's name>.". Initially we found that restarting the computer that the agent is sitting at would resolve the issue and they could be recorded again. That was not a viable long term solution however, and further troubleshooting has found that the computer itself doesn't need to be restarted to fix the issue. We found that just restarting the Cisco Agent Desktop software fixes the issue and allows that agent to be recorded again.
We have checked settings in CM for the agents and phones that this has happened to previously but everything has been correct there. The only common connection that we have found so far has been that the issue seems to happen after the agent has transferred a call or received a transferred call.
This isn't a widespread issue and only happens once in a while(maybe once or twice a week), and so far it isn't always the same person(agent or the person doing the recording) or the same computer. We're trying to gather more data, but due to the intermittentcy of this issue there isn't much at this point to go on.
Anyone have any suggestions/ideas?
