There are two types of call recording in the UCCX.
1. Via the traditional VoIP monitor Service: captures packets directly from an IP network switch via the switch’s Switched Port Analyzer (SPAN) configuration.
Cisco Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result, switches that do not allow the destination port of a SPAN configuration to act as a normal network connection cannot be used to perform VoIP monitor.
2. Via the Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring Service: The agent’s IP phone repeats RTP packets to the agent’s PC. When a supervisor wants to monitor/record the agent, the supervisor application sends a message to the agent desktop to forward the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound card on his or her PC. This method requires the agent to use the Cisco Agent Desktop (not the IP Phone Agent) and a phone that supports desktop monitoring.
Enhanced or Premium license is required for call recording.
Here’s how you configure Endpoint/Desktop Monitoring Service:
1. Connect the PC running CAD to the computer port on the IP Phone.
2. Enable SPAN to PC port on the Agents IP Phone.
Device -> Phone
3. Disable G722 codec.
System-> Enterprise Parameters
4. Set the recording count on the UCCX.
System-> System Parameters
5. Ensure that monitoring and recording services are started.
Unified CCX Serviceability-> Tools-> Control Center – Network Services
6. Add start and stop recording buttons in CAD using the Cisco Desktop Work Flow Administrator.
Work Flow Groups-> X-> CAD Agent-> User Interface-> Toolbar-> Task X-> Add -> Utility Action -> New
7. Add the Workflow created in the previous step to the Agents.
Cisco Desktop Administrator-> Personnel-> Agents
8. Assign VoIP Monitoring Device to the Agents.
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording-> VoIP Monitoring Device
9. You can configure monitor/recording notification, Supervisor Barge In/Intercept etc under:
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording-> Display Settings
10. Install CAD on the Agent PC.
11. Goto C:\Program Files\Cisco\Desktop\bin\PostInstall.exe
Click OK at the first screen showing the UCCX server(s). Click on VoIP Monitoring Service and select the IP address of the NIC that’s connected to the IP phone.
12. If you are running tagged voice VLAN your NIC must be able to handle tagged frames. Most newer NICs supports this but you might have to enable it in Windows.
Settings menu for the NIC-> Advanced-> Priority and VLAN enabled.
List of tested NICs:
The Agent recordings are saved on the UCCX Server and only the Supervisor can listen to them from the CSD. Recordings are saved for 7 days, you can also mark them as extended and save them for 30 days.
Don’t forget to open the correct ports if you have a firewall.