When you import devices into the VoIP table CR/AQM uses a filter on the device name. The only acceptable device names are SEP, LCP, CSF, CIPC and IPC That means you can't import TAB (Jabber for iPad), BOT (Jabber for Android) or TCT (Jabber for iPhone). The last information I had was that Calabrio have no plans to fix this. Graham ... View more

They are different products written by different companies. You can use a Finesse workflow action to write metadata to the QM/AQM server. What metadata are you currently writing and where does it come from? Graham ... View more

Before you start If you are running on ESXi make sure you don't have any snapshots if you do delete them in advance. Make sure you have a copy of the existing software version in case you need to roll back. Check the \Program Files\Cisco\WFO_QM is excluded from your antivirus.   Upgrade process When you upgrade QM it updates the database schema so you will not be able to roll back. If you are on ESXi shutdown all the QM servers and take a snapshot before you start the upgrade so you have a rollback option. If you are not on ESXi or your database is on another server you must take a backup of the SQMDB database before you start. Perform the upgrade, you only need to run the setup_MonRec_1151_SR7_ES?.exe When the upgrade finishes it will run postinstall, if you have no changes just click through postinstall. if you have more than one QM server do the base server first then any additional recording servers. It should take less than an hour to do the upgrade.   Testing Make sure you can access and play back existing recordings Make sure new calls are recorded and play back. If you have installed a copy of the "Quality Management Administrator" program on any other machines you will need to download and install a new copy from the QM server.   If you need to rollback. If you are on ESXi shutdown QM and revert to the snapshot. If you are not on ESXi, uninstall the 11.5 release, restore your SQMDB database backup, reinstall the 11.0 software. Graham ... View more

OK, I see what you are doing. This is nothing to do with Calabrio. If you use the UCM Call Data Records and look at a normal inbound call it will list the end points, they will be the phone SEP address and the SIP Trunk to the CUBE/PSTN. If you have the "This trunk connects to a recording-enabled gateway" button selected on the SIP Trunk UCM can identify the CUBE and send the XMF command to fork the audio. If you use the CDR to look at a directory number for the RCP connection then the end points will be the LCP and the SIP Trunk to the CUBE/PSTN as this is the outbound leg, Again UCM can identify the SIP trunk and send the XMF command to the correct CUBE. If you look at the CDR record for the LCP port the end points will be the RCP and the SIP trunk to the CVP server. As UCM can't identify the CUBE it will never send the XMF command.   What can you do about it. There was some discussion at a Cisco CC partner event a few years ago about having CVP relay the XMF commands to the correct CUBE. In that case you would select the "This trunk connects to other clusters with recording-enabled gateways" button on the CVP SIP trunk and you would add the CVP IP addresses in the CUBE to the remote URL. I don't know if this was ever implemented and I fear it stayed in the good idea list.   The other thing you can try is to get that inbound call leg to CVP on UCM. You would need have the inbound PSTN leg send the call to UCM and them have UCM route the call onto the CVP SIP trunk. Normally CVP will stay in the call control path but you can use the SIP Refer in your ICM script to try and make CVP step out of the call control. In that case when CVP transfers to the LCP port it should take itself out of the loop and UCM will then see the end points as the RCP port and the SIP trunk from the CUBE/PSTN. In which case it will be able to send the XMF command as it will be able to identify the correct CUBE.   If neither of those two work then I think your only other option will be to put a CUBE in the SIP trunk between UCM and CVP. That is obviously a major change in the call routing for an in production UCCE system. Graham ... View more

Set it up to record the LCP port and place a call. Look on the Calabrio server in log directry at the ctiservice.dbg file Search for the directory number of the LCP port and see if Calabrio is receving the SIP Invite Normally Calabrio will look at the calling and called number to see if either number belongs to a licensed user. Calabrio will then ACK the Invite and include its recorder IP address and UDP port numbers for the audio streams. It will also send "a=recvonly" I have a feeing in some cases Calabrio can send "a=inactive" in which case UCM will never try to setup the audio streams. You may need to run a Wireshark on the Calabrio server to capture the SIP traffic. Graham ... View more

Try taking a team out of the archive, then save. Put the team back in the archive and save agin. I have had the same problem trying to increase the retention time. Graham ... View more

I ran a test on my lab system With the "Agent State after Ring no Answer" set to Ready then you are correct. The first two calls in the queue alternate in their presentation to the agent. With the "Agent State after Ring no Answer" set to Not Ready then it works as expected. After you put the Agent back to Ready in Finesse it is always the oldest call in the queue that is presented. Do you have "Agent State after Ring no Answer" set to Ready? Graham ... View more

The proxy pro host/Remote control gateway screen recording was used in the 10.5 release, I think that was the last version to use that method. The 11.5 definitely does not use it When you install the "Desktop Recording Service" you now see a single process Graham ... View more

The files on disk are encrypted so the only way to play them back is via the web interface. To login to the web interface you need a licensed user. I would think your only other way of getting them is to use the Calabrio Recording Export Utility CRX You download it from the base server http://<Calabrio IP>/TUP/QM/Administrator.htm The single threaded version does not need a license. See the attached Reference Guide for how to set it up. I would think this has a good chance of working. It would be useful if you could report back. Graham ... View more

When a CCX queue call to an agent is answered CCX checks that number that answered the call is the agents. If it's not the agent CCX pulls the call back and put it in back in the queue. From what I have observed this check and pull back can take a little time, maybe a quarter of a second. It's possible that if a second call is waiting in the queue it may sneak in while CCX is getting the first call back. As Anthony said make sure your ring no answer timer is greater than the Timeout in the Select Resource step. You must make sure that nothing else or no one other person can get the agents call. Make sure the agent is not part of a pickup group. Just like your MOH question the real fix here is to get the agents to answer their phone when it rings. Graham ... View more

Calabrio has both Agents/Supervisors and Knowledge workers. Agents are automatically imported from CCX. Knowledge workers are created in Calabrio and are normally created from their AD accounts. Normally logging in/or out of Finesse has nothing to do with recording calls on Calabrio. On the users directory number (either phone or device profile) Set the Recording Option to Automatic Call Recording enabled and Select your recording profile No Finesse is required. The default Finesse does not have an option to start or stop recording on Calabrio, has someone written you a gadget to start and stop Calabrio recordings? Graham ... View more

Most people use the "Set Enterprise Call Info" step to save the CSQ name into Call.PeriperalVariable1 to display the CSQ name to the agent in Finesse. Use the Get Call Contact Info to get the Calling Number and save it in one of the other Call.PeriperalVariable's You can then run the "Call Custom Variable Report" to get the values and export them into excel and post process them. If you had premium you could write the information into an external SQL table and write your own SQL report but with Enhanced that is not an option. Graham ... View more

You can use Calabrio to record non agents, they are called Knowledge Workers. If you don't have enough CR/AQM licenses you can buy more licenses on CCX To quote from the CCBU ordering guide Note that CR, AQM and WFM cannot be purchased without CCX seats on a new deployment. If customer wants to add additional CR, AQM and WFM seats on an existing CCX deployment, they can do so without adding more CCX seats. Cisco WFO products are packaged to work only with CCX but can be used for recording any user in the organization. Graham ... View more