UCCx 10.5 Silent Monitoring over WAN

I have a client that has agents in remote offices. They are using UCCx 10.5 HA, split between two data centers. MPLS network connecting all sites, bandwidth is not a concern. Some agents are using Citrix XenDesktop, so CAD is being utilized over a Citrix terminal. They want to start using Silent Monitoring on their agent calls. Is there a way to make this work over the WAN?
Thank you,
Ben

Hi
The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.
Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.
The only option you have for this is to set up SPAN/RSPAN on your switches to mirror traffic to the UCCX server. This was the server-side services sniff the traffic for recording/monitoring purposes. It can be tricky to set up, especially if you have a WAN deployment...
Aaron

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UCCX 7 silent monitor over Windows VPN

We have remote users that connect to our corporate network via Windows VPN. However we are unable to monitor these users when they work remotely. Get the "Silent monitor session failed. Not receiving voice from agent's phone" message. I'm pretty sure that Windows VPN is not supported by CCX 7 (Premium license). However wondering if anybody has found a way to circumvent this issue to enable remote users over WVPN to be monitored.

I presume you are using CIPC?
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Are you able to open telnet sessions on the ports used for recording from/to CAD and the CCX recording server? This is the most common issue where something is blocking these ports.
Port Utilization Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1) - CAD ports are on page 13.

UCCX 8.5 Silent Monitoring using Citrix deployment

Hi all,
We are currently testing a citrix deployment in our contact centre and are looking to ensure we haven't lost any of the current functionality available to our managers when using a PC.
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kind regards
Paul

Hi
The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.
Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.
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Traffic Monitor over WAN

Hi,
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UCCX 8.5 - HA over WAN - Appadmin webpages run slow

We have constant and ongoing problem with the Supervisor and Administration webpages of our UCCX running extremely slow, we are talking 5 minutes + to change the skill of an agent.
Have had several tac cases open and problem continues to arise, so I am tending to believe this is a bug with HA over the WAN. Wondering if anyone else with HA over WAN -- system Cisco Unified CCX Administration ---System version: 8.5.1.11004-25 has this problem?
I cant keep doing this:
Subject: SR 622308023 - UCCX Appadmin webpages run slow
Hi John,
Please try the following steps:-
à Login to the Secondary UCCX web-admin page
à Go to CCX Serviceability page from drop down box on the upper right hand side
à Then to Tools> Datastore Control Center > Replication Server
à Click on Disable CDS and HDS
à Wait for couple of minutes and then click on Enable CDS and HDS
à Then click on Reset Replication
à Then reboot the primary CCX Server through SSH session “utils system restart”
à Wait for 15-20mins and then reboot the secondary CCX Server through the same command and then wait for around approximately 20mins
Please try the above steps during off-hours and then monitor if issue re-appears after a day. It seems there might be some synch issue which might be causing this and the above steps can fix it.

Hi
I have this problem with one of my customers, or something similar - it's CSCug18648.
According to TAC, up to 30 seconds is 'acceptable/as designed'. We randomly (but frequently) get multiple minute delays, and it's due to some other process on the system locking some of the data. It should be fixed in ES03 for 8.5(1)SU4, which should be available approximately the end of May.
Regards
Aaron

UCCX: Silent monitoring is not working and recorded file is also not playing

Hi,
Running UCM 8.5 cluster with UCCX 8.5.
In CSD, silent monitoring is not working.
Windows XP OS is running on supervisor desktop. when i select the agent
then the silent monitoring icon will highlighted once i click on the icon,
after 5-7 seconds i am getting an error "Silent monitoring session has
failed".
Not able to playback the recorded files:
I can able to record and the file size is 2.6mb for approximate 3min
recording.When i tried to play from supervisor record viewer it is playing
but no voice is coming. And i downloaded using play & save option and
tried to play the .wav file but i can't hear any voice.
Problem is while playing back the recorded file. I can able to see the
recorded files in the UCCX.
Please help me out!!!
Thanks & Regards,
Krishna

It's likely the same problem: CAD is not forwarding packets to CSD or the CCX recording service. Two common causes for this are:
The phone is not spanning to the PC port or does not allow PC Port VLAN Access. Change these options to true on the phone's configuration in CUCM.
The NIC of the agent's PC running CAD is not processing 802.1q-tagged Ethernet frames. It must not drop these and pass them into the Windows NDIS stack for CAD to get them. Google is your friend here; this commonly requires registry changes to make the NIC process the packets.

UCCX Desktop Silent Monitoring is not working

Dear All,
I am facing silent monitoring issue on some my cusomter site .I was working fine but customer changed it's contact centre location.Now contact centre is located on different location.All service is working fine except silent monitoring .
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Supervisor can’t silently monitor any agent .Supervisor is using desktop monitoring services to monitor all agents.
I have analyzed the debug logs a agent machine .and there is some registry warning messages and errors .I have reinstalled the CAD but no luck .Please help to sort out this issue .
UCCX details
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mso-hansi-theme-font:minor-latin;
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Customer is using UCCX 7.0 (SR4)
CUCM 7
Agent Machine Details
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mso-para-margin-top:0in;
mso-para-margin-right:0in;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0in;
line-height:115%;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
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mso-bidi-theme-font:minor-bidi;}
Agent machines have only one NIC (Wired).
NIC Manufacturer Intel,broadcom and 3com
IP communicator : 7.0.2
Microsoft Windows XP SP3
Supervisor Machine Details
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{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
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mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin-top:0in;
mso-para-margin-right:0in;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0in;
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font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
Supervisor are using Wireless NIC.
NIC Manufacturer Intel,broadcom and 3com
Microsoft Windows Vista Business/Ultimate and Microsoft Windows 7 Ultimate
IP communicator : 7.0.2
I have also attched following Information
Agent and supervisors debug level logs.
Agent and supervisor's "ipconfig /all" out put.
Fowing registry values
\HKEY_Local_Machine\SYSTEM\ControlSet001
\HKEY_Local_Machine\SYSTEM\CurrentControlSet
\HKEY_Local_Machine\SOFTWARE\Spanlink

I had similiar issue after upgrading. We found that the QOS RSVP service is needed for our silent monitoring to work properly. We were disabling it in group policy.
Hope this helps.

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

UCCX Silent monitoring

Hi,
I have a new client that is using UCCX 8.0.2.11003-10 and Call manager 7.1.5.31900-3. The Client want to perform silent monitoring on a 64 bit sys, but is not able to is there away to accomplish this.

Hi Curtis,
CAD is not supported on Windows 7 64 bit on 8.0 as per the compatibility matrix.
Win XP Professional SP2 (Please check Tech Tips & Release Notes)
Win XP Professional SP3
(Please check Tech Tips & Release Notes)
Win Vista (Ultimate, Enterprise, and Business) Windows 7 (Ultimate, Enterprise, and Professional)
If you check 8.5 it shows Win7 64 bit.
Source:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Regards,
Chuck
Please rate helpful posts and identify correct answers.

Silent Monitoring - UCCX 8.5 (Enhanced)

Hey All,
Is it possible to use Silent Monitoring without SPAN and/or without Quality Manager? I have found that Cisco's documentation on this topic to be very out of date or quite confusing.
If you refer to the reference below it states that it can be done without using SPAN but doesn't mention how this is achieved:
http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC7.0.1/features_apps/CMmonrec.html
Can anyone provide me with an comprehensive answer or point me to where I can find this?
Kind Regards,
Greg

Greg,
The right place for UCCX-- QM/WFM queries, is https://communities.cisco.com/community/partner/collaboration/contactcenter/apps
Above forum is monitored/answered by CCBU & Calabrio actively. You might get great responses from this forum too but Communities will give you authentic answers from Cisco & Calabrio directly.
Hope the pointer helps ?
Please remember to rate helpful posts.
GP.

Uccx cluster over wan. cad login problem

Hi. I have uccx 8.5 cluster over wan. When the uccx publisher is down, agents can't login- invalid password. Please help.
Sent from Cisco Technical Support iPhone App

Hi,
Where are your agents situated in respect of the CCX and CUCM servers? Agents authenticate via CUCM or AD if AD authentication is enabled on CUCM have you confirmed that these are also reachable from the location in question? Have you verified serviceability on the secondary node to ensure the ccm engine and desktop services are running and in-service?
Regards
Allan
Sent from Cisco Technical Support iPad App

UCCX 10.5 HA, Silent Monitoring, no devices under CDA VoIP Monitoring Device

Hi
I'm configuring Silent Monitoring, but in UCCX CDA under Settings: Services Configuration > Multiline, Monitoring & Recording > VoIP Monitoring Device, there are no devices.
Note: I have CAD agents setup with IP Phone working properly. UCCX is "IN SERVICE", Cisco Desktop VoIP Monitor Service "IN SERVICE"
UCCX 10.5.1.10000-24
Let me know if someone had the same issue.
Regards
Carlito

Hi Carlito,
you need to agregate IP Phone that you want to monitor to RmCm User (Application user), in "Device Information/Controlled devices", and save.
Let me know if this information could help you.
Regards,
Caosfox

Silent monitoring calls with CUCM 6.0 and UCCX 5.0

Dear all,
We have just integrated a 3rd party recording solution in our VoIP system, which consists of CUCM 6.0 and UCCX 5.0.
Until now we used the recording and monitoring solution of the UCCX for the agents. This worked ok.
But, as we wanted to record other people's calls and also the outgoing calls of the agents, we have created for them a Recording profile in the CCM and assign it to the agents phone.
We have also mantained the recording and monitoring active for them in the UCCX.
What is happenning now is the following:
- The 3rd party recordings works perfectly.
- The recording in the UCCX gets only one way audio.
- The silent monitoring gets only one way audio.
- If the 3rd party recording server is stopped, but the recording profile is stil active in the phones, the silent monitoring in the UCCX works.
Could any of you confirm if using a 3rd party recording solution the monitoring still works?
Is there any 3rd party silent monitoring software?
Thanks in advcance.
Best regards,
Amaia

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.

Media Sense and Silent monitoring

Hi,
Is silent monitoring isn't available now for UCCX 10.5 and we should order media sense for recoding or still uccx include silent monitoring ?
If still included. What is encourage me to use media sense ? I mean what is the benefits for media sense over silent monitoring.
Also can I use QM and AQM with media sense ? or it is used only by CR ?
Final question: Can I use media sense or CR as a recording solution for CUCM to record all calls or for on demand recording ?
Thanks

any idea for the above ?

UCCx 10.5 Silent Monitoring over WAN

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