Since changing the codec for internal calls fixed internal recording for the 9951/9971 phones, I would assume that the external recording issue is also a codec problem. Do you know what codec verint supports for recording, g711 only possibly? I'd check a CUCM log or verint log to see from the SIP messaging for an external call if the codec is g729 causing the call to not be recorded. You could also check the CUCM Cisco CallManager logs and find the CallLogs file and see what the cause code is for the problem recording calls. If you see a cause 47, resources unavailable, this points to a codec issue that cannot be corrected by finding a transcoder for the recording leg.
I never really touched on SIP, but i do recall a few of our guys having issues in the early days of SIP integration.
When you say internal calls are recorded, which side of the conversation are you listening to. ??
Your issue may be down to the Ultra not knowing that the new phones are there, so is ignoring them, and your'e actually hearing the conversation from the known device end ???
There used to be application sitting on the Ultra Server called Intellilink, this app would interface to the customers CTI server and trigger recording based on what the CTI server sent.
In there is a monitored devices list, you would normally need to list the devices you wished to monitor. If your new devices aren't in the list, then Ultra could be ignoring them, or doesn't know what to do with them.
There was also a channel mapping table.
Ultra would record audio to a particular channel based on certain critera.
If you can find the intellilink app, have a dig about in there, see if any of this makes any sense to you..
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