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

Similar Messages

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.
If it was useful please rate.

UCCX Call Recording Segregation

My company runs a contact center for multiple clients. We are recording calls with the UCCX server spanning the voice vlan. I have a VBS script that runs every night and converts the two raw files to a wav and then moves the wav files to our file server. We are looking at adding an additional client that wants their recordings segregated. Is there anyway that I can make that happen maybe by CSQ or the actual call script?

At what level? Do you just need to place the .wav files into different folders once converted?
You could easily hold a mapping of Agent name to Company, and sort it within your VBS.

Calls record on Cisco Phones

Hi,
I just want to know that if i will change my cisco ip phone with another cisco ip phone (same model or different model) is it possible to move all the missed, received and placed calls data onto the new phone?
These phones would be registered to Cisco CallManager 7.1.5.

Hi,
the phone maintains logs of all missed, recived and placed calls.
you cannot move them..
http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/7962g_7961g_7961g-ge_7942g_7941g_7941g-ge/8_0/english/user/guide/62614241log.html
regds,
aman

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

Can we record calls while talking on phone ?

I understand that the new iPhone 3GS has feature to record classroom lectures, etc. Similarly, can we record calls while talking on phone ??

Right now , No , might be possible in the future with an App.

Recording Multi-Line Phone Calls--TRx Phone Recorder

Anyone using their Mac (preferably a Mac Mini) to automatically record phone calls from two analog phone lines?
Thanks,
Robert

I wouldn't be able to give exact steps, but I would get an RJ-11 to USB adapter first. Then I'd use a VoIP program, like Skype (I don't know if Skype supports this, but maybe some other program does), to record the conversation. I think that's about all it takes, although finding a program might be a bit difficult.

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

UCCX Call Back After Adjustable Time Period

I have been asked to create a script that allows a person to call in, enter their phone number, and after a certain number of minutes a call back is initiated. I have found the script from the script repository named BaseLineAdvQueuing which has call back builtin, but I am curious how I could create some sort of timer that is adjustable based on caller input to schedule the call back. For example, "enter the number of minutes before you wish to recieve a call back from the system" the person may enter 45 and this would set the ball rolling for the call back a quarter of an hour later.
Any ideas how I could acomplish the timer aspect of this?
Thank you for your input!

This can get complicated, especially if your call center is already complicated. Basically, you are going to need to write records to your database. Have a scheduled task check your database entries for records which need to be processed for callback. Have UCCX initiated via an HTTP Trigger. That script will then place a call to your CSQ script, wait for an Agent, and then connect the Agent to the caller.
Some challenges you might face:
Scripting UCCX for such a solution
DB design and access
Error handling/User experience
Consideration for EWT
Consideration for which CSQ
Reporting
Cisco will not support you on this, so whatever you do, make it as simple as possible while still achieving the goal. You're going to need to support it yourself.
Good luck.

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
Please use the star ratings to help drive great content to the top of searches.

Voice recording on agent phone

Hello,
I've UCCX agents using Device Profiles with 1 line only. For personal line and also for answering UCCX calls.
Their conversations sometimes need to be recorded with an On Demand Recording software (using Nice Perform 4.1), either for calls placed when not logged into UCCX, or for calls received through UCCX..
The recording option and recorded profile are set onto CUCM on the Device Profile.
Is it a supported configuration ?
Do you suggest I should create a 2nd line dedicated for UCCX instead of having only 1 line ? Normally I must do this because the personal DN belongs also to a pickup group...
What I do not know also if there is a mandatory order for the lines if 2 are suggested / required ? First is UCCX line or it doesn't matter ? Personnaly I would prefer 1st Personal DN and 2nd UCCX extension
Thanks for help,
JC
edit : running CUCM 8.6.2(SU2) and UCCX 8.5.1(SU4), phones are 8945 SCCP.

UCCX line can be any one out of the FIRST 4 lines on the phone. Your setup is supported and will work. Call Recording is only concerned with the call and does it job of Call Forking irrespective of UCCX calls or Personal Calls.
Tapan

UCCX stops recording

We are using UCCX 7 and the agent need to manually click "record" button to record all the conversation.
It was good until today, the agent found that some of the recording were "cut out" during the conversation.
For example, the total length of the call is 10 minutes, but after 5 minutes, there is no conversation in the wav file but the uccx keeps recording until the call finished. The agent did not realize that until they check the wav file later.
span pc port definitely is ticked, and it happened randomly, so I think all the settings for phone and Call Manager should be fine, it may caused by the switch or maybe the PC.
Any suggestion regarding how to find the root cause will be much appreciated.

Hi Yixiu0317,
If you have a UCCX 7.x HA setup than Recording feature works in loadbalancing manner. That is 13,5...etc gets recorded in the First Node of UCCX and 2,4,6...etc will get recorded in the second node of UCCX.
So I hope your Agents are not stopping and starting the recording option multiple times with the same connected calls, if you than you will see saperate files in two nodes of UCCX.
Regarding the reason why the recording gets stopped, please check the CAD logs located in
C:\Program Files\Cisco\Desktop\log.
You can also refer the below troubleshooting guide for further information.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf
Hope this helps.
Anand
Please rate helpful posts !!

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

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
Please use the star ratings to help drive great content to the top of searches.
EDIT: Added some more clarity.

UCCX Call Recording on 7912 phone

Similar Messages

Maybe you are looking for