UCCX 7.x: Troubleshoot Agent Monitoring and Recording Issue

Introduction

With Cisco Unified Contact Center Express (UCCX) 7.x/8.x, supervisors are able to monitor agents, but cannot record. This document provides information on how to troubleshoot this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Contact Center Express 7.x/8.x

• Cisco Agent Desktop (CAD)

Components Used

The information in this document is based on the Cisco Unified Contact Center Express 7.x/8.x.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Monitoring and Recording Service Shows as Inactive

With Cisco Unified Contact Center Express 7.x, supervisors are able to monitor agents, but cannot record. Both CAD and Cisco Secure Desktop (CSD) show in partial service. Also, the Monitoring and recording service shows as inactive.

Solution

Perform these steps in order to resolve this issue:

1. Go to AppAdmin > Control Center and start the Monitoring and recording service.

2. Make sure that the TCP port 59005 is opened on the Cisco Desktop Recording Server.

3. If the UCCX server that runs the VoIP monitor has two NICs installed, the NIC for UCCX traffic must be on the top of the TCP/IP bind order and the NIC for VoIP monitor traffic must be bound to TCP/IP behind the other NIC. If the NIC binding order is not correct, perform the steps mentioned in Silent Monitoring/Recording Issues Using Cisco Agent Desktop Supervisor Desktop.

4. From the UCCX server, go to the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording and Playback Server\config and change the path to C:\Program Files\Cisco\Desktop_Audio.

5. Restart these services:

   • Cisco Desktop VoIP Monitor

   • Cisco Desktop Recording

   • Cisco Desktop Recording and Statistics

Related Information

• Supervisor Cannot Record an Agent's Call - RASCAL Service Is Not Available
• Error Message "CDAUI1000 Error while trying to load the data" appears when trying to configure Silent Monitoring/Recording
• Trobleshooting steps and Logs required for Desktop Monitoring not working in UCCX
• CAD Supervisors receive error with Desktop Monitoring
• Configure and Deploy Silent Monitoring and Record in CRS
• Technical Support & Documentation - Cisco Systems