UCCX Premium Call Recording

Hi, we have purchased 50 UCCX 9.0 Premium Agents, 10 QM and WFM licenses for Supervisors.
Our intention is to provide 50 named agents for CR, 10 Supervisor and Manager access for voice recording playback and analysis.
However after installation, we can only configure voice recording for up to 10 agents. We understand that UCCX Premium has
Call Recording as an entitlement, but it doesn't seem to be this way. Please advise if our design is wrong or there is a licensing error,
and if we can raise a ticket for this.
Regards

Hi Roy
UCCX9.0 includes basic call recording functionality embedded in the Supervisor/Agent software. This has lots of limitations on the method used to recoreds (server SPAN or Agent-based recording only) and a max retention period of 7 days.
If you want full recording (Compliance Recording, QM or AQM) then you need to license that recording product for every user (i.e. named user, not concurrent user as with UCCX).
Regards
Aaron

Similar Messages

UCCX Call Recording on 7912 phone

Hello All,
Does anybody know if you are able to do UCCX call recording on a 7912 phone? I do not see the option within the 7912 device configuration page to span the port to the PC even though the 7912's do have two ethernet ports on them and daisy chain the PC onto the network. The firmware for the 7912's is 8.0 (3). The latest and greatest firmware is 8.0(4) so i do not beleive it to be related to that - I am thinking unfortunately that they 7912's cannot perform call recording and will need to be replaced.
Thanks in advance for the feedback!!
Paul

Correct, the 7912 does not support Built in Bridge. You would need to use Desktop Recording or SPAN. Or switch to something like the 7911.
(See https://supportforums.cisco.com/thread/302779)
Tom

UCCX call recording

I'm trying to set up call recording in UCCX so that all agent calls are recorded at all times, I'm still learning UCCX so I'm not familiar with how to accomplish this task, I've ran across a few postings doing a search, I keep something about Cisco Desktop Administrator, which I do see as one of the selections when I log into the UCCX administrator, but I'm not seeing some of steps on there that some of posters are showing. We're running UCCX 8.5, hoping someone can provide a good link or tell where to get started in getting this setup...Thanks

Hi,
Cisco recommend to use recording on demand feature when you don´t have an additional recording solution because UCCX doesn´t have the space and performance to record all agents sessions, but you can do it.
I really recommend you to use another recording solution like Cisco Media Sense for example.
Note: If you apply this config and then have issues, you won´t have TAC support.
Follow this simple guide:
http://dreamforccie.wordpress.com/2010/03/30/automatic-call-recording-at-uccx/
Regards.
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Migrate Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM to UCCX

Current setup today is with an Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM
The team is considering the idea of replacing the AVAYA ACD with a Cisco UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution.
Today the Convergys IVR front ends all calls into the team and allows the caller to access all kinds of information from the billing systems etc, via database dips. Once the Convergys IVR has that information, we’d like to deliver that information to a UCCX agent should the caller opt out of the IVR menu’s and wish to speak to an agent. So I am wondering how this would be accomplished with Cisco UCCX.
Today, with the AVAYA ACD, the Convergys IVR writes the gathered information to a database on the AVAYA system so when the agent receives the call, that information is screen-popped to the AVAYA agent.
What is your take on this or better yet recommendations
Thanks

Grace,
Right now, I think the biggest question you will need answered is how you will create resources/agents without a CUCM cluster.
I run a cluster where I have CUCM 8.6 and UCCX 8.5 and I configure all of the resource/agent IPCC extensions on CUCM and then assign the resources/agents the skills or resource group required for my given script/CSQ/application. If you can't create resources/agents without CUCM, I would stick with your current solution.
G'luck,
Brendan

Call Recording/Monitoring in UCCX7

Hello, we are getting ready to upgrade to CUCM 7.1 and UCCX 7.0 and I have a question. Does call recording and monitoring work the same in this version as it does in version 4.1. We are in a Citrix environment and currently use spanning to get the voice traffic.
From what I've read, it appears to work the same in 7, but I just wanted to double check.
Thanks!

Hi,
Yes, you can use Rspan Monitoring in the UCCX 7.0 it will work and configured in the same way as it is in UCCX 4.0
Regards,
Tere.
If you find this post helpful, please rate!

On demand call recording on QM server with CUCM

Hi ,
I have a customer who wants to enable on-demand call recording on QM server .
Is there a plugin that needs to be installed on Cisco side to make it happen .
QM Server 9.0.1.57
Calabrio Call Recording: 8.8.1.57
Calabrio Quality Management: 8.8.1.57
Call Manager 9.1.1
UCCX 9.0.2
or any infomation regarding that would be helpful
Thank you

This is something I have not done before, but I recall seeing the feature for IP Phones. It was an IP Phone Service which showed a menu for starting and stopping recordings for workers without a PC.
On the QM 9.0 Data sheet, the feature is mentioned in the following bullet point:
- The ability to control recording for manual start, pause, and add metadata through Cisco Agent Desktop or Calabrio recording control browser or IP phone applications
Source: http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps8293/data_sheet_c78-710576.html#wp9000180
I'm looking for the documentation to configure this feature. Unfortunately, Calabrio has their own documentation and support site @ portal.calabrio.com which only Cisco partners can access (something I am not). The answer may reside there. I'll post back if I find the IP Phone Service URL to use.
Anthony Holloway
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UCCX abandoned calls when agents are ready

We are running CME 7.1.3.32900-4 and UCCX Premium 7.0(1)SR04_Build 443. We are having a problem with agents going into reserved state for a call but the call never gets delivered to the agent's phone. Since the call goes unanswered, it is marked "abandoned" and gets dropped even though several agents are ready to accept calls. I did a reboot on the UCCX primary and secondary servers and I also reset the voice gateways. Does anyone have any idea what causes this behavior and how to correct it?

Hello,
I had it before with UCCX 7.0 and it was a BUG.
check these two bugs in 7.0
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
CSCsz93333
Modifying CSQ variable in the Select Resource Step after queuing a
call
Those two caused a group of agents to go to reserve state for like 60 agents causing the calls to DROP.
these problems resolved in SR4 with ES02 , as i understand you already have the SR4 , so i suggest to opne a TAC so that they can give you the ES .
BTW , this is happened to me before like 1 and half years , i didn't check if there is a later version of SR for the UCCX 7.0 , if there is check the cavateas on the next SR maybe they solved the problem without the need for the ES.
Hope this helps.
Amer

Contact Center Call recording

what is the differences between
call recording using the Call recoding lic. under the premium or the Enhanced licenses
use a mediasense server for the recording

The builtin recording and monitoring features are manually triggered* by a supervisor in CSD on a call-by-call basis. Recording is done through CAD or the server directly if you can get all agent phones into a single SPAN/RSPAN session. The server will only retain them for seven days, though a supervisor can extend that to 30 and the server has a quota of 2.6Gb total storage for them which cannot be increased. You must manually export anything you wish to keep.
MediaSense on the other hand is the opposite to nearly all of the above points. It uses the phone's Built-in Bridge or a Cisco voice gateway directly to have audio forwarded to it (no SPAN required). It is automatic and can record 100% of calls. It can retain recordings essentially as long as you have storage. The unique thing about MS is that Cisco hasn't been willing to compete directly with any of the established market players. As such, MS is positioned more as a middleware that is for another product to integrate with. The idea is that MS offloads all of the capture effort so the user-facing product can focus on features. Cisco has bent the rule slightly by included a *very* basic Search and Play widget.
At the end of the day if the built-in feature doesn't meet your requirements you should be looking for a recording vendor. During the solution design you need to ask if MS completes the solution by doing the audio capture.
* It is possible to build a CAD workflow that manually triggers the recording automatically for each call. This does not scale well because the server will not delete old recordings to make room for new ones if the quota is reached. It will just stop recording. Also, CAD's days are numbered.
Please remember to rate helpful responses and identify helpful or correct answers.

Cisco Unified WFO - Call Recording and Quality Management with Extension Mobility agents

Hi All,
We're considering Cisco Unified WFO - Call Recording and Quality Management for a customer running UCCX 8.0, agents on multiple WAN sites, all agents using extension mobility.
The documentation I've been able to find describes three different recording methods:
Using Desktop Recording service (Endpoint) to record from an agent’s desktop.
Server Recording - Uses SPAN (not so good for remote sites)
Network Recording - Uses CUCM recording service / SIP trunk / phone's built in bridge.
Network recording or Desktop recording should be suitable for the customer but it seems that Extension mobility is not supported. Extension Mobility is not mentioned in the 8.5 installation guide, it is mentioned as ‘not supported’ in the 8.0 guide as follows:
'Server Recording and Network Recording have the following limitations:
• Extension mobility is not supported.'
Neither version's documentation specifically mention extension mobility in relation to the desktop recording method, though I realise this is a similar approach to the 'server recording' method.
So the question I have is: Is extension mobility supported in any way on version 8.0, or version 8.5 for recording? And if so which recording method(s) are supported?
Thanks,
Jonathan

Hi,
I had more luck asking questions over at the Calabrio forum - they make the software and Cisco re-brand a version of it - there is some good info on their portal (http://portal.calabrio.com), you have to register but it's fairly painless. The answer I got was:
"QM Desktop recording has always supported extention mobility as it determines the recorded user by the desktop user's login. Extention mobility was not supported for Server and Network recording until the Calabrio QM 8.6.2 release in April 2011 and will be added to Cisco QM starting with QM 8.5.2 in June 2011"
Regards,
Jonathan

Agent Automatic Call Recording

Hi,
I want to save agent voice records on UCCX but I do not want to use ‘Voice Contact Work Flow List’ method. (http://dreamforccie.wordpress.com/2010/03/30/automatic-call-recording-at-uccx/)
I want store all agent voice records out side of the UCCX server storage (external storage). Because I will some storage problems when i store all records in the UCCX server.
Is there any way to make this, 3th party or etc. ??

There is a Cisco solution: Cisco Unified Workforce Optimization.
And then there are all kinds of 3rd party solutions out there to choose from.
Anthony Holloway
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How to assign Call Recording Announcement in Call Manager?

Hi,
Customer wants to give an announcement instead of call recording tone. They currently using built-in-bridge recording solution.
These scenarios has to apply on built-bridge-recording enabled devices.
1-7945 > cm > router > pri -----telco-----outside-phone
At this point outsidephone has to hear call recording announcement before the call connected.
2-Internal calls has not to be hear any announcement.
3-outsidephone----telco---pri>router > cm > 7945
at this scenario outside phone should have hear a call recording announcement before the call proceed.
Is there any Idea ?
Regards,
Baris.

Hi Baris,
If you want this for specific number (hunt group/team) and you have CUCM 9.x or later then you can use 'Native call queuing' feature. And if you are using other than this CM then you should have Unity (CUE/CUC) or UCCX.
Suresh

Disable G722 Advertisement for Call Recording/Monitoring

I'm troublshooting some call recording/monitoring issues and have come across many steps that reference disabling the "Advertise G.722 codec" in Enterprise Parameters for call manager.
Contact Center itself can only operate in G711 or G729 and I've validated when agents are on a call with their UCCX extension that they are using the G711 codec. Since UCCX cannot operate at G722 and my agents are taking calls are using G711, what is the reason why the G722 codec advertisement needs to be disabled?
Thanks.

Hi Paul,
It's not the G722 to UCCX that you need to worry about, because the IP Phone will negotiate G711 and not G722. Both parties have to support it in order for it to be used. An example of this is an IP Phone calling a UCCX trigger and interacting with a script.
However, it's the internal calls to Agents that you need to worry about. An example of this is an internal employee calling the Help Desk and speaking to an Agent. At this point, the two IP Phones will negotiate G722 and when the UCCX system tries to monitor or record that conversation, it cannot.
UCCX can only mon/rec G729 or G711. Therefore, if you didn't care about UCCX based mon/rec, then leave G722 enabled. It doesn't break your UCCX as a whole, it only prevents you from mon/rec those specific calls. Calls inbound from the PSTN would likely be G711, and would still work for mon/rec.
Does that make sense?
Anthony Holloway
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EDIT: Added some more clarity.

Call recorder for iphone 5s

i am having a iphone 5s which i am looking for a call recording app for voice calls..

There are many call recording apps (for example, we are developers of such apps ). However, as KiltedTim says, such apps are not tied into the core dialing feature of iPhone but are implemented through one of the two ways:
1 - VoIP based recording: the app will use your internet connection to connect your phone to the app's server, which in turn will connect you to the recipient phone. It's convenient to use but you must use the app's dialer to make the phone call so only outgoing calls are supported.
2 - Conference call (3-way call) recorders: the idea is making a conference call with 3 'participants' - you, the person you want to record, and another phone number that actually makes the recording. This phone number is provided and managed by the app. This method supports recording of both incoming and outgoing calls but it's a bit uncomfortable to make the merging of the call with all the participants.
Regarding the legal issue, each country/state has its own set of rules for phone recording. In some countries a single participant consent is enough, some countries require both participants, some have different rules for recordings that are shared vs private recordings. Our apps include a feature to play 'beep' sound every minute, to inform the other party that the call is recorded. You can use it or disable it as required by the law in your country/state.
My company have two apps - 'Call Recorder - IntCall' is based on VoIP and CallRec Lite - Record Phone Calls is based on conference calls. You can find a comparison of both apps here - although it's a comparison of our apps most of the sections are relevant for all apps that are based on those two methods so you can learn a bit more about the pros and cons of each method.
I may receive some form of compensation, financial or otherwise, from my recommendation or link.
<Edited by Host>

Since you don't allow emails any more – I suspect because of the numerous complaints with your service and the way you treat people that you don't want documented, I am calling and I want this call recorded for future reference. I have been a long time fa

Since you don’t allow emails any more – I suspect because of the numerous complaints with your service and the way you treat people that you don’t want documented, I am calling and I want this call recorded for future reference.
I have been a long time faithful customer of vzw and although the past year I have been late on payments many times and really couldn’t afford your exorbitant prices for services lots of other companies offer sometimes three times cheaper than what you charge, I have hung in there trying my best to meet my obligations.
This month has been no exception. You don’t know the background; the whole story of people’s lives. I know you could care less because all you care about is the profit-the money that comes in.
I was told when I agreed to pay my bill on the third per the recorded message that I had 14 days to pay…you cut me off anyway. The phones are not the tissue; your suspending my service means I cannot work. I may lose my job…how do you justify that? In any case? The least you could do would be to keep 4986 on and cut the phones off. But no. You refuse to compromise and meet the basic needs of your customer. What does that say about your company? I tried to call back on three separate occasions to tell you I couldn’t pay because of unexpected expenses but couldn’t get out of the automated system…sadly couldn’t get to a real person which also speaks volumes to me.
All this tells me this is a company I don’t wish to be affiliated with any more. As soon as I can, I will discontinue service with you…I know you could care less. I will honor the remaining portion of the contract but that’s it. You don’t deserve my business. I am a good, hardworking person who, at the sacrifice of myself and my needs, always pays her bills…albeit late at times. I realize others tell you stories and lies to justify themselves. That’s not me. If you knew what I had been through the last 7 yrs you would marvel that I am still on my feet…don’t judge too quickly. You could be wrong…and in my eyes you are by doing this to me.
God will see us through this extremely scary time of that I have no doubt. No thanks to your company and lack of understanding and mercy. I am doing the best I can. Sadly you are not.
See I have choices. MANY choices of providers for services you offer. I don’t have to be treated like this. I don’t have to succumb to your coldness and callousness. I intend to choose better (and cheaper). If your company doesn’t get the “people factor” back you will be sorry.

Problem here is you admit you cannot afford the service.
And you want to blame Verizon for losing a job because you have no cell phone.
If your job depends on that phone I would pay it on time every time if you need a job to pay your bill.
No other service is going to treat you any different. And if you cannot afford Verizon's monthly invoice how are you going to afford new devices, activation fees, possible security deposits on any other cellular carrier? You can't.
Also if you made an arraignment to pay and then decide you cannot do so, why should Verizon extend you service or credit, or why is it you want to use the service and data and not pay for it as agreed.
Get a prepay phone. Its evident the cost is too high for you to afford on post pay.
Good Luck

Looking for a Telephone call recorder app

I have tried a few telephone call recorder apps on my droid X and they just don't seem to work. They are great when the Doctor calls with test results when you are driving.

There are lots of different recording applications on the Android Market Place.
You can go to the Android Market Place on the device, then go to search to find these applications.
Here are two of the higher rated call recording applications:
Phone Recorder
Android Recorder
Android Market Place Applications are not provided by Verizon Wireless and direct support for applications is not offered.

UCCX Premium Call Recording

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