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CCX V7 - Call recording and monitoring

Dominic Ellis
Beginner
Beginner

                   Hi, Can any one tell me please - to get the Call recording and monitoring working on CCx V7 - do the agent phones need to be using spanning/mirroring on the switch ports to capture the conversation or is capturing of the conversation carried out on the CCX Server NIC port.

Regards

Dominic

1 Reply 1

anchoudh
Engager
Engager

Hi Dominic,

Recording happens either through CAD  (Agent\Supervisor\CDA workflow initiated) conneted in daisy chain  (switch port->Phone->PC) or through Span port.

You can refer the below links for the detailed information.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

https://supportforums.cisco.com/docs/DOC-8136

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml?referring_site=bodynav

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b78107.shtml

Hope it helps.

Anand

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