Can not hear recording from call center agents

[Rohit Mangotra]

Hi,

I am trying to hear recording for my call center agents(Cisco Agent Desktop  8.5 Premium Edition) from my Cisco Supervisor Desktop(8.5 Premium Version) but there is no sound in the Audio files. I had performed all the steps mentioned but still no sound for the recorded files. Agents are using Hp thin clients with Broadcom Netlink Gigabit Ethernet NIC. Could any one please help me how could I have sound in the recorded files. Please see below all the steps that was performed for this issue.

Complete these steps:

1. Make sure that the Agent/Supervisor phones have SPAN TO PC PORT set to enabled.

2. Make sure that the Advertise G.722 Codec option in the enterprise parameter menu of the Cisco Unified Communications Manager is set to Disabled, as UCCX Desktop Monitoring does not support the G.722 codec.

3. The agents extension should be Unique on Call Manager, as the lines that are going to be monitored or recorded cannot be shared lines.

4. Make sure that Windows Firewall is disabled on the Agent/Supervisor Desktops.

5. Launch PostInstall.exe from the C:\Program Files\Cisco\Desktop\bin folder on the agent PC. This should have the correct IP address of the NIC card that the PC is using. If the PC is using two NIC cards, one of them should be disabled. Desktop monitoring does not work if teaming is enabled on the NIC cards.

   NIC binding should have the NIC used to record the first one at the Agent and Supervisor PCs. Right-click on My Network Places, select Properties > Advanced > Advanced Settings, and the recording NIC should be the first one in the Connections field. If not, move it to the first position, and reboot the PC.

6. The phone should be a daisy chain. For example, PC > IP Phone > Network.

7. The Recording Count must not be set to ZERO. Complete this step in order to ensure this is not the case:

   From the Cisco Unified CCX Administration page, go to System > System Parameters, and set the number of the recording count appropriately.

On the UCCX server, complete these steps:

1. From the Navigation bar, choose Cisco Desktop Administrator.

2. Go to Services Configuration > Multiline, Monitoring and Recording > VOIP Monitoring Device, make sure that the default Monitor Service is selected, and Desktop Monitoring is enabled for each agent.

Thank You,

Regards

Rohit Mangotra.

[Brian Meade]

I'd first start by taking a wireshark capture on an agent PC to see if the PC is receiving the SPAN RTP stream okay.  From there, you'll want to do the same thing on the Supervisor PC to see if you're getting the RTP streams there during a monitoring session.