[cisco-voip] Anyone using AQM wih Contact Center Express forrecording?

[Apostol, Roselyn]

Hi Erick,

We have experienced the recording where the playback is broken up.
I did some testing to check if the agents PC can resolve the UCCX server name, I found out that it can't resolve the hostname. What we did was we modified the hosts' files of each agent. 

Our customer just reported that they still encounter the problem. What else can we do to solve the issue? Thank you so much.

Regards,

Len


-----Original Message-----
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Erick B.
Sent: Friday, June 25, 2010 2:40 PM
To: Jason Aarons (US)
Cc: cisco-voip (cisco-voip at puck.nether.net)
Subject: Re: [cisco-voip] Anyone using AQM wih Contact Center Express forrecording?

Are the agents noticing the customer volume is low on the actual phone
calls themselves, or just the recorded call playback? Only thing I can
think of is try increasing the input-gain on the voice-port but that
would effect all calls but maybe upping it a few decibel at a time no
one would notice and it would improve the recordings?

Also, just got done working on AQM issue where playback was broken up,
make sure the agents PC doing the recording can resolve the UCCX
server names via DNS or hostname lookup. Had that issue 2 places and
it was effecting the recordings done on agents PC with pieces of
conversation dropping out, etc now and then.

This is what you'll see in the logs if you run into issue I did, these
are in C:\Program Files\Cisco\WFO_QM\log on agents PC.

2010-06-17 11:32:52:908 DEBUG [0xff8] VoiceRecorder.cpp[855]
CreateFilter: Unable to convert UCCX1 to ip address.
2010-06-17 11:33:00:907 DEBUG [0xff8] VoiceRecorder.cpp[855]
CreateFilter: Unable to convert UCCX2 to ip address

Erick


On Tue, Jun 22, 2010 at 4:02 PM, Jason Aarons (US)
<jason.aarons at us.didata.com> wrote:
> Playing back recording of Agents in AQM  we can hear the agent side of the
> conversation loud and clear, but the customer volume is too low. Is there a
> way to increase the customer side volume?
>
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