[cisco-voip] CRS 7.0(1)SR05_Build504 recording woes

[Paul]

Customer says that all agent calls are recorded sans user intervention? It 
sounds like Silent Monitoring is supposedly configured....just incorrectly. :-/ 
I've inherited this customer problem and am trying to figure out piece by piece 
how the hell their system is setup.

Does silent monitoring record all agent calls without intervention and store 
them on CRS?


----- Original Message ----
From: Jason Aarons (US) <jason.aarons at us.didata.com>
To: Paul <asobihoudai at yahoo.com>; "cisco-voip at puck.nether.net" 
<cisco-voip at puck.nether.net>
Sent: Wed, March 2, 2011 2:08:36 PM
Subject: RE: [cisco-voip] CRS 7.0(1)SR05_Build504 recording woes

My preferred method is Silent Monitoring over old school SPAN.  However it takes 
a lot of hours to setup/test/fix the pcs for Silent Monitoring.

There are several articles on setup/troubleshooting Silent Monitoring. In short 
the CAD client sniffs the phone port and send the packets back to CRS via IP.   
Think of it as CAD wiresharking the phone and sending packets to CRS.

Cisco Agent Desktop Configuration Setup



-----Original Message-----
From: cisco-voip-bounces at puck.nether.net 
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Paul
Sent: Wednesday, March 02, 2011 4:28 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] CRS 7.0(1)SR05_Build504 recording woes

SR 616615493

Customer appears to be trying to monitor and record all agent conversations. 
Some agents conversations are normal and QA is able to listen to recordings 
without issue. Other recordings are either non-existent or audio is severely 
degraded to the unintelligible point.

CRS box has both NICs active with second NIC in monitor mode and configured as 
secondary NIC.

IP phones do not have their ports in SPAN mode. TAC engineer has stated SPAN is 
not necessary for server recording feature. I read in other online resources 
that SPAN on IP phone *is* necessary.

>From what I've gathered, in order to do server-based recording of all agents, I 
need to have the second NIC on the CRS box be SPAN (obviously) and I need the IP 
phones' ports in SPAN mode as well. I can't find any confirmation of this in the 
Cisco documentation?... SRND nope...AG..nope...install guide...nope...


      
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