Agent will record is no longer

I am having a strange problem os 7 UCCX (7.01 - SR05) for registration and wanted to see if anyone else have experienced this. We have an agent who was recording properly during the last 6 months since we moved. All of a sudden a week ago recording do not work. Supervisors cannot listen live and the file created record will be the length in good time but there is no volume. I never once had where an agent would be unhearable or have the blank record. I have records that the barge on the other, but they are just or volumeless.

I took the phone and waited for the user to erase jtapi hoping that you re-create the user would work. That did not help. It's almost like his CAD stops everything happens (which would be possible as far as I know).

Has anyone already seen this? Any ideas that I could possibly do to solve this problem? As typed above, I'm on UCCX 7 Premium (7.01 - SR05) but he is currently running as a stand-alone. CUCM version is 7.1.3.32900.4.

Any help is greatly appreciated.

Dave

Hello Dave,

The idea behind the Office of surveillance & recording-based is the CAD PC receives a copy of the telephone traffic, including voice chat in the form of RTP packets. The CAD software then takes these RTP packets and pass them on to the CSD so that the supervisor can monitor the call. CAD can also transfer the RTP packets directly on the CRS Server for recording of calls.

If RTP packets are removed from the NETWORK card or a reason, surveillance & recording will stop working.

I think in your case, the problem is maybe a few new AntiVirus or security software installed on the PC agent.

You can run WireShark on the CAD PC while having a conversation on the phone of the agent and you should see a lot of RTP packets here. If you don't see all the packages, please try uninstalling any AV and see if this fits the Bill.

All this is based on the assumption that you are using based on the Office of surveillance & recording and not on the SCALE.

Hope that helps!

Pablo

Tags: Cisco Support

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