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

[Anthony Holloway]

A couple of points, and some answers:

You do not need the second NIC for SPAN based recording, but it does move
the RTP traffic off the primary NIC, which is nice.

You do not need "Span to PC Port" enabled on the phone if you are doing SPAN
based recording, but you do, if you are doing Desktop recording.

There is monitoring, and there is recording, however you choose to setup the
RTP capture method: SPAN or Desktop, they both use the same one.

Silent monitoring is always on, you just have to request an audio stream as
a supvisor via the supervisor desktop, and it plays through the sups pc
speakers.

Call Recording is always off, you just have to request that the call be
recorded either: via supervisor desktop, or agent desktop (a custom task
button).  Either way, only the sups have access to playback or save the
recordings via supervisor desktop.

You can have all calls recorded automatically, or conditionally, with the
use of CAD workflow actions.  i.e., on answer start recording

As for poor recorded audio, it could be QoS, but most of the time for SPAN
recording, you are duplicating the packets in the SPAN, so you only need
Send or Receive packets, not both.

As for the documentation you cannot find, the call recording stuff is not
UCCX, it's CAD, so you need to look in CAD
docs<http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf>.
 Here is one<http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf>specifically
on troubleshooting Mon/Rec.

I hope that helps clarify some points.

Anthony

On Wed, Mar 2, 2011 at 4:26 PM, Paul <asobihoudai at yahoo.com> wrote:

> 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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