Friday, March 31, 2017

Fun with Cisco Compliance Recording (Live Monitoring)

* This list of notes is to remind myself of some of the gotchas during the installation.  Your mileage may very.


SQL Shenanigans
Configuring the Compliance Recording integration to SQL puked.  It threw a, "Network error IOException: Connection refused", error message.  It turns out that the TCP/IP protocol was disabled by default for SQL.  It was fixed by firing up the SQL Server Management Studio (SSMS) and enabling the TCP/IP protocol.

Fun with the UCCX integration

  • Primary & Secondary UCCX Server Hostname
Entering the hostname configuration to match the hostname of the UCCX server didn't work out.  In this case the hostname had hyphens in it.  Compliance Recording doesn't handle the hyphens correctly.  The hyphens in the hostnames need to be entered as underscores instead.  This is to ensure that the automagically generated "db instance name" guess matches the actual Informix database instance name.  For whatever reason, the software will not automagically replace the hyphens with an underscore.

(Incidentally, the install doc also states that if the server name starts with a number to add the letter "i" to the beginning of the name.  "For example, if the server name is “100-voiceuccx-01”, enter “i100_voiceuccx_01”.")

  • UCCX Workforce User Login
There are 2 options for UCCX Workforce User.  Both of these are preexisting special purpose users that live in the UCCX system.
  • uccxworkforce - The default user for standard "network" based recording with the media sense server.
  • uccxhruser - This user supports "mediasense" based recording.
The installation guide states, "The uccxworkforce login ID does not have permission to use contactcalldetail and agent connectiondetail tables that are required for reconciliation."

  • UCCX Workforce User Password
Using passwords with more than 8 characters and/or symbols is NOT supported!  The password needs to be 8 characters or less with no special characters (letters and numbers supported only)

The other fun fact is the password needs to be manually configured on both the Primary UCCX and the HA UCCX  servers.  (It doesn't synch).  But at least UCCX is nice enough to generate a warning after setting the password on the Primary "box".

Archive Work Flow
Configuring an archive work flow is mandatory for Live Monitoring (or "network" based recording to work).  I spent a couple of days going over everything with a fine tooth comb with the nice folks from Calabrio before we realized the archive work flow is mandatory for Live Monitoring.  Even if the calls are not meant to be archived, the archive work flow must still be configured (archive work flow can be set to not save recordings)  The other fun gotcha is I tested with a "test" team and almost forgot to enable the archive work flow for the production teams.

Live Monitoring - Network Based Recording Requirement
Live monitoring will not work with media sense integrated recording.  The standard "network" based CR server needs to capture the audio for Live Monitoring to work.

Sameday Download - Call Recording
Sameday audio (contacts) can not be downloaded by users until the audio is played in the browser (or at least selected so the audio loads in the web based media player).  After the audio (contact) is played in the browser it is migrated to long term storage.  The audio export process pulls the audio from long term storage.

Reference Docs
Cisco has some useful reference documents on their website.  calabrio.com also has some good information too for Cisco partners.  The Calabrio site does require obtaining a Calabrio login which can take a couple of days.

* Note - Observations based on a Compliance Recording 11.5.1 SR5 experience

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