UCCX 8.0: Missing call recordings

Hello,
I never had any issues on call recordings and archiving before. Calls were recorded fine and then archived/exported to a local server every week as wav file.
But recently I have noticed that some wav files that we store are 1 KB in size, which ofcourse cannot be opened or played. And even for one day we only got a total of 3 wav recordings, which is not possible as we receive hundreds of calls a day.
So far its rare, but I really need to know what is causing this? server storage? network issue? high utilization of server?
or something else. We had a total of 8 Agents and just recently we increased them 16.
Thanks in Advance.

Hi Essam,
Reference : UCCX 8.5 SRND page 44
The agent call recordings are stored on the hard drive of the Cisco Unified CCX server with agent data store locator records pointing to the actual recording files. The call recordings in Cisco Unified CCX are stored in a raw format that is only playable using the CSD Record Viewer. The CSD Record Viewer shows 7 days worth of call recording as well as those tagged for 30-day extended archiving. The CSD Record Viewer also provides the supervisor the option to save selected individual recordings into a .wav format in a specified folder.
The amount of disk storage allocated for recordings on a single server non high availability deployment of Cisco Unified CCX is 2.6 GB. On a two server high availability deployment of Cisco Unified CCX, the recordings are alternated between the two servers in a round robin fashion to provide load balancing and redundancy. Hence the amount of disk storage allocated on each server is 1.3 GB.
The recording capability of Cisco Unified CCX is not intended for usage as a permanent recording archival solution. However, an export utility is also available to bulk export all recordings into a .wav format. The export utility has no ability to specify selected recordings and will export all recordings on the Cisco Unified CCX server. System administrators could build their own customized command macros or process that would perform regular (at least weekly) exporting of the recordings for permanent archival of agent call recordings.
Hope it helps,
Anand

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Howdy Netpros, I can't find anything in the documentation for UCCX 7 on encrypting call recordings. I assume this is not possible and we are looking into a seperate call recording solution that supports encryption, but does anyone have any ideas about what I can do now to encrypt the call recording files besides exporting them to .wav and making them inaccessible to the Supervisor application?
Thanks!
Brett

Brett,
UCCX doesn't natively support encrypted calls using SRTP. In fact, it's a requirement to turn it off. However if all you are worried about is encrypting the recordings, I would do the following:
1.) Create a secure server that has adequate storage.
2.) Create a script that copies over the .raw files every X (minutes,hours,days). Basically you just need to copy over as often as you feel the need exists.
3.) Use the built in Windows signing functionality to sign and encrypt the files.
You now have encrypted recordings, the downside of which is you don't have a player for them. To rectify this, you will need to allow a copy of the raw2wav to run on that server and use usernames that have the security token to unencrypt the data. You could then also give that token to your call center supervisors and allow them to listen to the recordings using the token and then delete.
It's not a perfect solution, but it may work. Let me know if you have any questions about this. You Windows team should be able to provide you details on the signing tokens as they have been a part of Active Directory and Windows for a couple of generations now. Hopefully this will give you somewhere to start.
Regards,
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UCCX 8.02 - Call recordings have stopped

Hello,
Over the weekend our UCCX server crashed. Since then call recordings have stopped. I have restarted Cisco Desktop VoIP Monitor Service, checked to see if call is recording is enabled for the agents in Cisco Desktop Administrator, and also made sure that call recording is configured in Cisco Admin (plugin).
I'm looking for any troublshooting steps, if anyone has any ideas please let me know.
Thanks,
Ayaz

Hi Ayaz,
Couple of others things to look at.
1. By any chance is the Recording Count (under UCCX Admin->System Parameters page) is set to "0", if so change it max allowed number.
2. Check the status of "Cisco Desktop Recording and Statistics Service" on each node by using the below command.
Command Syntax:
utils service [option] [service-name]
Refer page 37 of the below given UCCX CLI guide link.
Note: If you have HA setup, and if one of the node's Recording service is down, than only the alternate calls will be recorded. Because Recording is the only feature in UCCX which works in load balancing mode in HA deployments.
3. Check the free space available for Recording by using the below command.
Command Syntax:
show uccx recordings space
If so, please purge the recording files.
Command Syntax:
utils uccx recordings purge
Note: This command purges the oldest recording files first.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851cli.pdf
Try restarting the below services on Node1.
- Cisco Desktop Recording and Statistics Service
- Cisco Desktop VoIP Monitor Service
Also please make sure that the UCCX first node holds the mastership of all the feature services (you can restart the second Node this to happen so that all the servie mastership will be given to First node of UCCX).
If these things doesn't resolve your issues, you may need to contact Cisco TAC for further troubleshooting.
Hope it helps.
Anand
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Completelty upgraded to iOS 7.1.1
Apps set to automatically update
Carrier: Verizon
Location - Atlanta, GA
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Silence - this has "Only while iPhone is locked" selected.
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Thank you,
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UCCX 8.0: Missing call recordings

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