Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Troubleshooting
November 2013
85
Agent calls not recorded
Problem.
Calls for a Recording Solution agent or knowledge worker are not being
recorded as expected. Recordings are blank.
Cause.
The most common cause for this is Recording Solution workflow configuration.
The workflows assigned to an agent contain conditions that indicate which calls to
record and keep. Generally, all calls are recorded, and the logic for deciding whether
to keep to recorded call or not takes place at the end of the day. An exception to this is
if the workflow contains logic that states any of the following:
record and keep. Generally, all calls are recorded, and the logic for deciding whether
to keep to recorded call or not takes place at the end of the day. An exception to this is
if the workflow contains logic that states any of the following:
■
Only inbound calls are recorded
■
Only outbound calls are recorded
■
Listed extensions are included for recording
■
Listed extensions are excluded from recording
Because we know at the time of the call whether it is inbound or outbound, and what
the calling and called extensions are, we can decide at the time of the call whether or
not to record the call. If we know the call will never be uploaded, we will not record the
call and evaluate it at the end of the day.
the calling and called extensions are, we can decide at the time of the call whether or
not to record the call. If we know the call will never be uploaded, we will not record the
call and evaluate it at the end of the day.
To troubleshoot this problem, complete the following steps:
1. Review the archive and quality workflows assigned to the agent.
2. Verify what calls will and will not be recorded based on the inbound/outbound
settings and the inclusion/exclusion list of extensions.
Audio recordings contain no speech
Problem.
A Recording Solution agent is configured to use server-based (SPAN)
recording, but the files are being created and saved on the agent desktop. The raw file
size is 1Kb.
size is 1Kb.
Cause.
There are several common causes for this issue. The basic problem is that the
software is attempting to record the call, but it is receiving no valid RTP packets, so no
packets are written to the RAW files. To fix this issue, the cause of this lack of RTP
packets needs to be fixed.
packets are written to the RAW files. To fix this issue, the cause of this lack of RTP
packets needs to be fixed.
To troubleshoot this problem, complete the following steps.
For desktop capture
1. Verify that the NIC supports promiscuous mode packet capturing.
2. Verify that the agent device is daisy-chained to the Recording Solution agent’s
desktop.
3. Verify that the agent device is properly configured in Unified CM to send
packets out its second network port.