A couple of points, and some answers:<div><br></div><div>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.</div><div><br></div><div>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.</div>
<div><br></div><div>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.</div><div><br></div><div>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.</div>
<div><br></div><div>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.</div>
<div><br></div><div>You can have all calls recorded automatically, or conditionally, with the use of CAD workflow actions. i.e., on answer start recording</div><div><br></div><div>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.</div>
<div><br></div><div>As for the documentation you cannot find, the call recording stuff is not UCCX, it's CAD, so you need to look in <a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf">CAD docs</a>. <a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf">Here is one</a> specifically on troubleshooting Mon/Rec.</div>
<div><br></div><div>I hope that helps clarify some points.</div><div><br></div><div>Anthony<br><br><div class="gmail_quote">On Wed, Mar 2, 2011 at 4:26 PM, Paul <span dir="ltr"><<a href="mailto:asobihoudai@yahoo.com">asobihoudai@yahoo.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Customer says that all agent calls are recorded sans user intervention? It<br>
sounds like Silent Monitoring is supposedly configured....just incorrectly. :-/<br>
I've inherited this customer problem and am trying to figure out piece by piece<br>
how the hell their system is setup.<br>
<br>
Does silent monitoring record all agent calls without intervention and store<br>
them on CRS?<br>
<div class="im"><br>
<br>
----- Original Message ----<br>
From: Jason Aarons (US) <<a href="mailto:jason.aarons@us.didata.com">jason.aarons@us.didata.com</a>><br>
To: Paul <<a href="mailto:asobihoudai@yahoo.com">asobihoudai@yahoo.com</a>>; "<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>"<br>
<<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><br>
</div><div><div></div><div class="h5">Sent: Wed, March 2, 2011 2:08:36 PM<br>
Subject: RE: [cisco-voip] CRS 7.0(1)SR05_Build504 recording woes<br>
<br>
My preferred method is Silent Monitoring over old school SPAN. However it takes<br>
a lot of hours to setup/test/fix the pcs for Silent Monitoring.<br>
<br>
There are several articles on setup/troubleshooting Silent Monitoring. In short<br>
the CAD client sniffs the phone port and send the packets back to CRS via IP.<br>
Think of it as CAD wiresharking the phone and sending packets to CRS.<br>
<br>
Cisco Agent Desktop Configuration Setup<br>
<br>
<br>
<br>
-----Original Message-----<br>
From: <a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a><br>
[mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a>] On Behalf Of Paul<br>
Sent: Wednesday, March 02, 2011 4:28 PM<br>
To: <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
Subject: [cisco-voip] CRS 7.0(1)SR05_Build504 recording woes<br>
<br>
SR 616615493<br>
<br>
Customer appears to be trying to monitor and record all agent conversations.<br>
Some agents conversations are normal and QA is able to listen to recordings<br>
without issue. Other recordings are either non-existent or audio is severely<br>
degraded to the unintelligible point.<br>
<br>
CRS box has both NICs active with second NIC in monitor mode and configured as<br>
secondary NIC.<br>
<br>
IP phones do not have their ports in SPAN mode. TAC engineer has stated SPAN is<br>
not necessary for server recording feature. I read in other online resources<br>
that SPAN on IP phone *is* necessary.<br>
<br>
>From what I've gathered, in order to do server-based recording of all agents, I<br>
need to have the second NIC on the CRS box be SPAN (obviously) and I need the IP<br>
phones' ports in SPAN mode as well. I can't find any confirmation of this in the<br>
Cisco documentation?... SRND nope...AG..nope...install guide...nope...<br>
<br>
<br>
<br>
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</div></div></blockquote></div><br></div>