Cisco Unified Communications Manager based recording with MediaSense - Recording failed

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Problem Summary Recording with Cisco MediaSense fails for any call using the Cisco Finesse Desktop workflow.
Error Message No error message appears becasue this is controlled in the background by the Cisco Finesse Desktop workflow.
Possible Cause
  • Separate recording feature license is not deployed on the system
  • Built-in bridge is not enabled on the Cisco Unified Communications Manager configuration for the phone that is being recorded
  • Improper Cisco UCM recording server configurations
  • The Cisco Finesse Desktop workflow is not configured correctly
  • Agent being recorded is not busy on his phone
  • Recording license limit has exceeded.
Recommended Action

Contents

Separate recording feature license is not deployed on the system

For the Cisco Unified Communications Manager based recording with Cisco MediaSense to function, you should have a newly created recording feature license in Enhanced or Premium ICD packages in Unified CCX 10.0(1).

Customers who want to use Cisco MediaSense with Unified CCX 10.0(1) need to request that this feature be either as part of a fresh license or as a separate add-on license including this feature.

This license can be viewed with Cisco Unified CCX Administration > System > License Information > Display Licenses.


Built-in bridge is not enabled on the Cisco Unified Communications Manager configuration for the phone that is being recorded

Choose the associated Cisco Unified Communications Manager and enable Built-in Bridge (BIB) for the agent phone on which Cisco Unified Communications Manager based recording with Cisco MediaSense is requested. If the agent's phone does not have BIB capability, provision a phone model (Cisco IP Phone 7960 series or later) that have the BIB capability for the agent, enable it and try recording again.


Improper Cisco recording server configurations

Check and confirm that the following configurations are configured correctly in the associated Cisco Unified Communications Manager cluster to provision Cisco MediaSense:

  • SIP Profile
  • SIP Trunk using the SIP Profile
  • Route Group, Route List, and Route Pattern
  • Recording Profile
  • Phone configurations
  • Built-in Bridge (BIB) enabled
  • Recording profile and option setup (selective recording)

For more information, see the Unified CM Cluster Configuration in the Cisco MediaSense Installation and Administration Guide for Release 10.0.


Workflow in the Cisco Finesse Desktop is not configured correctly

From the Cisco Finesse administration interface check that the workflow for recording is created correctly with the workflow actions and the conditions that trigger this action.

Ensure that the specific team (whose agents require to be recorded when the workflow conditions are met) is selected in the workflow.


Agent being recorded is not busy on his phone

Ensure that the agent who is trying to be recorded is currently busy on an active call at the time when the recording is initiated by the workflow from the Cisco Finesse Desktop.


Recording license limit exceeded

Confirm that the recording license limit (a restriction on the number of concurrent recordings allowed at any given point in time in a Unified CCX 10.0(1) cluster) is within the maximum number allowed by the recording license deployed on the system.

Release Release 10.0(1)
Associated CDETS # N/A



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