Silent monitoring and recording

When a supervisor or agent presses the record button they get an error "error received from recording service. More information in log file". I have attached the log file, anyone have this before?

Have you tried doing a resync? That option is also under CDA. When you expand Service Configuration, you will see Synchronize Directory Services as an option. Try resyncing and see if that resolves the issue.

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Live Monitoring and Recording for VPN Remote CAD Agents in UCCX

Dear all,
We have deployed UCCX 5.0(2) for one of our customers.
Silent Monitoring and Recording are working fine for local agents.
We have deployed new Remote agents using IP Communicator and Cisco VPN on their PC. Everything is working fine but could not monitor or record them.
We have made site-to-site VPN using a PIX and give these agents Hard Phones 7942. Everything is working fine but could not monitor or record them.
We also installed WFO QM client on their PCs in order to record calls but no way !
Is there any way that we can use in order to make these agents silently monitored and recorded?
Thanks for all.

good afternoon,
I am not a senior guy but we experienced the same issues with monitoring users at home on VPN. After some trouble shooting I found that most users are on wireless and when I had them plug in with a cable we could hear their calls and record fine with no issues. Though, the agents preferred to be on wireless, of course! the senior engineer did mention something about changing the Codec and utilizing some DSP resources.
MM

Silent Monitor and Call record with voice vlan

We are pretty new to CCX, and want to get silent monitor and call recording working. I've read a bunch of troubleshooting docs, and a bunch of the discussions here, but I am still unable to get it to work the way that I want.
Heres the setup. The phones are all set to the recommended settings, and the agent pc is plugged into the phone. The data vlan is 111 and the voice vlan is 222. When I run the nicq prog on the agent pc, it can not find the phone, but I can enter the ip in , and it sees the phone. The supervisor laptop can not monitor or record.
If I change the voice vlan to 111, nicq still can not find the phone, but the supervisor can record and monitor with no problem. Is is an issue with 802.1q and perhaps my nics do not support it?
CCX Ver:
8.5.1.11004-25

Hi
It could be, but it's pretty rare.
Have you enabled 'PC Port Voice VLAN Access' and 'SPAN to PC Port' on the phone?
Have you tried alternate PCs/laptops on the back of that phone?
Aaron

How to fix problem "PYLR2000 error playing a file. Try again or contact your Monitoring and Recording administrator"

Hi,
I'm using qm 8.5.2 (endpoint recording) most of customer PCs cannot play recording file in application.
When I launch application and try to play recoding file, it is stuck and show error message "PYLR2000 error playing a file. Try again or contact your Monitoring and Recording administrator." I've install all cilent requirements (validate pc is pass). The error still occur. Even though all requirements are complete .
So, How to fix this problem.
Thank in advance
Namkhao

Hi bsetexast,
I'm fix this problem by using Java(TM) version 6.0.200.2 that can be download from UCCX when first run CSD (supervisor desktop). Even other higher java version is valid but this problem still occur. If you install higher version, you should uninstall it first and install this version as well.
If you cannot find them, I will send you via email.

How do I monitor and record a MIDI instrument on Garageband?

I may be missing something simple in Garageband setup. I want to monitor and record a drumkit via its MIDI output. It is a Yamaha DTXplorer so I have Subtlesoft Midipipe installed and a Focusrite Saffire 6 USB converter. Microphones and guitars are being monitored and recorded with without problem. When I connect the Focusrite to my Macbook air and drumkit the MIDI indicators are blank, no MIDI input detected by Garageband. Then I close GB and launch Midipipe, the MIDI input detected light on the Focusrite illuminates and GB detects one MIDI input (Saffire 6) in preferences window. But if I select new track/software instrument Saffire 6 input is grayed out and so cannot be selected (if I select the mic or guitar sources it is bold and can be selected). If I go ahead and create the software instrument there is no monitor button and nothing is heard or recorded.

What is the best way to uninstall and reinstall the Focusrite MIDI interface driver. And to uninstall and reinstall the Subtlesoft Midipipe (which is required to get the correct mapping for a Yamaha drumkit)? This was done for me at the Apple Store One On One session in a prior attempt to fix this problem but obviously it did not work. I'd like to try it one more time with the drumkit connected. I did see a screen at one point which allowed me to select the inputs from the Focusrite but I could never find it again. I don't think it was a Garageband menu but somewhere else, maybe during the driver or software install for the Focusrite. I would love to get back to that screen again and take a hard look at it.

CUCCX 8.0 - Call monitoring and recording

Hello,
I've worked with desktop-side monitoring and recording on various versions fo CUCCX in the past and have come to the point where this particular solution is not practicle anymore (we would need cordinate with the desktop group to install Cisco-approved NICs, and yes I am aware that there is a workaround but it doesn't work on NICs that do not support promiscuous mode.)
CUCCX supports a server-side method as well, but I have no experience in it and would like to find a how-to document. Would it work in a mixed network environment? Any pointers would be helpful.

Hi
In my experience the 'lack of support for promiscuous mode' NICs is vastly overstated. I've not come accross a single NIC that doesn't work. I suspect that document was written back when NICs were based on valves or something.
Typically the main issues are simple config errors - not doing span-to-pc-port, not daisy chaining PCs, etc.(And on v8.0+ it's usually due to the services falling over, which will ruin things for you whether you use CAD or server-side monitoring!)
RE: server side monitoring - I've worked on some fairly large SPAN based deployments. UCCX is pretty agnostic, you just need to make sure it sees each conversation (and sees each one only once!) using whatever SPAN config you can. It's more a question of how handy you are with networking than anything specific to UCCX.
Regards
Aaron

Monitoring and recording IPCommunicator

hi, what do i need to enable to monitor and record an agent that uses an IP Communicator? thanks!

Hi,
Here is the doc to configure Desktop monitoring and recording:
In CIPC while running postinstall select the NIC adaptor of the PC:
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
HTH

Monitoring and recording feature not working in UCCX

Hi,
The recording and monitoring option is not working in the new UCCX setup I have installed.I have configured following things for desktop monitoring as per the document
1)Checked that IP Phones are diasy chained and speakers of Supervisor's PC is working,NIC card of agent's and supervisor desktops are compatible
2)In web CDA P phones to be monitored have been configured
3)In CCM configured the phone for "Span to PC port" as enabled also configured "Advertise G.722 codec" as disabled
4)Ran postinstall.exe on agents system and checked if correct NIC adapter is being used for monitoring
5)Checked the NIC binding order in UCCX server and that is correct
I noticed one thing that "services" in both CAD and CSD are showing as "partial services" and they are monitoring and recording services only.Hence is this problem related to these services? How do i correct the recording and monitoring issue?
Regards
Amit

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I would first recycle the VOIP Monitoring Service on both node if this is HA. This will not affect calls or call processing.
In addition, you stated you ran post install on the clients desktop but have you ran post install on the server itself?
In the desktop Administrator, what server is selected to be the default VOIP Monitor server?
Jason M. Hutchinson

Monitoring and recording using my audio interface

I am new to the logic express program. When I try to record with my audio interface (whether mic or instrument), do I always have to go to the "Device Input" settings and swithc the input to my interface? Even when I do that, the bars move indicating sound, but I cant hear it...dont know what I am doing wrong?
So basically, right now, I record without being able to monitor, then when I want to hear it, I have to switch the device input back from the interface to the default device?
It seems I am making this harder than it is.
Thanks for the help.

I am having the same problem (using a presonus firepod). Tried the aggregate solution but it is not working.
Steps I took: Aggregate Device Editor > selected firepod and built-in output. Then in Audio Midi setup selected aggregate device as default input. In Logic Ex 8, preferences>audio>enabled core audio and selected aggregate device as the driver. Created a new track, tried using input monitoring and the record button. I can see the levels go up and down, so there is signal, but no sound for me to hear. The inputs and outputs for the track are input 1 outputs 1&2.
So am I doing something wrong?
Thanks guys.

Monitoring and recording problem with midi vs audio firewire

I'm trying to record my Roland synth via Inspire firewire box into Logic express. I'm able to record and monitor thru the output of the inspire box. However If I'm using firewire, I can't hear other midi file tracks and vice versa. I keep switching input and output sources in the control settings but it seems like I either have to use all midi tracks or all audio tracks. Same situation with playback. I know this is wrong but am totally stumped. Any advice would by awesome.

Dave, You might need an external DAW to do this, I got it working and I'm an idiot. There is only one I/O for logic and if you use it for the audio recording it's not available for the sounds you want to have coming out of logic. I have Roland Edirol UA-25USB2 and it works like a charm, If I understand what I did correctly, the sound and MIDI messages are routed via an Aggregate Device in the audio/MIDI set-up [you configure the device in the audio half] to the Edirol, and there are many extra functions to choose from-I avoid the 3.5mm audio out headphone plug by routing audio out through the DAW Edirol-much better sound quality than the mini stereo jack.

Monitor and record server performance

Hi all.
This is not really Arch related but a general question. I have a web server that has services crashing. I think it may be due to low mem. Is there any software or some method that would allow me to monitor/log server stats/performance and then see a graph over time.
My hope is to be able to see if services fail due to mem outages, or some other reason. I would also like to know better what my peak times are.
Any suggestions are greatly welcome.
Thanks alls for your input
Cheers,
P.

What is the best way to uninstall and reinstall the Focusrite MIDI interface driver. And to uninstall and reinstall the Subtlesoft Midipipe (which is required to get the correct mapping for a Yamaha drumkit)? This was done for me at the Apple Store One On One session in a prior attempt to fix this problem but obviously it did not work. I'd like to try it one more time with the drumkit connected. I did see a screen at one point which allowed me to select the inputs from the Focusrite but I could never find it again. I don't think it was a Garageband menu but somewhere else, maybe during the driver or software install for the Focusrite. I would love to get back to that screen again and take a hard look at it.

CRS monitoring and recording

Hi all:
We have CRS 5.0 installed with agents using softphones. Some of the agents work in different LAN than CRS. That LAN is connected to the CRS LAN thru a WAN link. Those agents cannot be monitored or their calls cannot be recorder. After some researching, seems that issue is with PC MAC source address, that are changed when going thru router, then it is not recording calls.
Is there any solution or workaround to overcome this?
Thanks in advance.
W.

In case of soft phones you really cannot do much you have to be able to tap into the RTP to be able to record etc.
IF you have cisco phones easy solution is to plug the PC back of the phone powered by the same environment.
please rate if it helps.
Good luck,
Baseer.

Agent Desktop Recording and Silent Monitoring with IP Communicator.

Reading through the forums I have seen several posts which make me think this should work, but I can't seem to get silent monitoring or recording using the agent desktop to work when the agent is connected through IP communicator. Currently I have help desk agents using extension mobility to log into 7962s that are connected to thier desktops running agent desktop connecting to UCCX 7.01. Silent monitoring and recording work fine with thier hard phones. When I install IP communicator on the PC and log into it using EM, the agent desktop takes control of the IPC just fine and will distribute calls to it, but my recordings are blank and silent monitoring from an supervisor station fails to initialize. Is there something I am missing in the configuration that is special when using IPC instead of a hard phone? Thanks in advance.

Couple of things I've learned about the CIPC and monitoring/recording:
No named devices. Use the SEP + Mac Address of the local Ethernet interface.
Ensure the Ethernet interface can be put into permiscuous mode.
Ensure you are NOT using a shared line appearance for the IPCC Extension.
If you are using CAD to do the monitoring/recording, launch the CIPC before you launch CAD
If you are using SPAN, ensure the CIPC RTP traffic will traverse the network where the SPAN interface is located.
If you are calling phone-to-phone, know that the CIPC will attempt to negoitiate G.722. UCCX cannot monitor/record G.722. Set the region or call to the PSTN where you can guarantee a G.711 or G.729 call.

UCCX Finesse silent monitoring for direct dial calls

I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. Currently silent monitoring only works for inbound calls from UCCX, and does not function for direct inbound calls, or direct dialed outbound calls.
From a system view, Finesse is using UCM's built in silent monitoring, via a very basic JTAPI command. There is very little engineering required to enable this functionality, and I truly thing is is a major limiting issue. Many customers in fact only want the ability to do silent monitoring and basic reporting, and Finesse would be a perfect product for this.
I am considering looking at putting together some custom scripts/web apps to engage the required JTAPI in CUCM via a Finesse Gadget, to replace the built in Finesse silent monitoring function. I'm curious if anyone has some input on how involved that might be, seems like I just really need to pass the monitoring DN and monitored DN through a JTAPI command.
More importantly, is there any hope for Finesse to support this natively? Or other outbound features? If it's a feature "in the works" we have a customer who might be able to "get by" using the Cisco Agent Desktop silent monitoring, but only if that is the case.
Good link on silent monitoring capability in Cisco Finesse: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

We've got to delimit the problem.
When we use 3rd party recording solution there are 4 RTP flows: 1 incoming to monitored/recorded phone and 3 flows outgoing.
1 incoming RTP flows
- voice of remote phone
3 outgoing RTP flows
- voice of monitored/recorded phone
- voice of monitored/recorded phone sent to 3d party recording server
- voice of remote phone sent to 3rd party recording server
When we use a network analyzer we see that the agent running in the PC (UCCX 5.0) establishes two RTP flows for the monitoring session. But we can see that one of these flows sends 3 packet RTP per 1 packet RTP sent in the other RTP flow (in the same time).
We think agent sends to monitoring device all the outoing RTP packets of the phone (that belong to three different RTP flows), instead of sending only the RTP packets belonging to voice of monitored/recorded phone.
The other flow, voice of remote phone, sounds fine.
Is there a solution to avoid this problem when we monitor with UCCX 5.0 and record with a 3rd party software at the same time?
Thanks,
Christian

Silent Monitoring uccx 8.0 support to Windows 7, Hw 64bits

Hi Guys,
My Customer is testing the Silent Monitoring and have sucess with windows 7, hw 32 bits, but, didn´t work to windows 7, hw 64 bits. Is there any restriction about the PC be 64bits?
Thanks,
Wilson

Hi,
take a look at this:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps5905_Products_Bulletin.html
There's a note:
>> WoW64 - Version 8.0, FCS Q1CY10 (Note: Desktop-based monitoring and recording is not supported)
Also, if you check the Compatiblity Guide, it says the same:
>> Desktop-based monitoring and recording is not supported in WoW64 mode
Well, it looks like for some reason it's not supported.
G.

Silent monitoring and recording

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