PDF(650.2 KB) View with Adobe Reader on a variety of devices
ePub(679.2 KB) View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone
Mobi (Kindle)(612.2 KB) View on Kindle device or Kindle app on multiple devices
Updated:September 14, 2017
Document ID:212050
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This document describes how to configure a Finesse workflow to record inbound calls to MediaSense.
Prerequisites
Requirements
Cisco recommends you have the knowledge of these topics:
Cisco Unified Contact Center Express (UCCX) with recording licenses
Finesse
MediaSense
Cisco Unified Communications Manager (CUCM)
Components Used
UCCX 10.6
CUCM 10.5
MediaSense 11.0
Cisco Unified CCX Editor
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, ensure that you understand the potential impact of any command.
When to perform Actions needs to equal When a Call is answered
How to apply Conditions needs to equal If all Conditions are met
Here callVariable1 + Is equal to + incoming
Select the workflow you created under Manage workflow Actions
Step 5. Navigate to Team Resources tab
Select the team that needs to only record inbound calls and not outbound calls
Select the Workflows tab
Add the workflow created in step 4
Verify
Agent user: kev7
Agent extension: 5007
CTI rout point: 8460
Non agent extensionl DN: 9000
Scenario 1. Incoming call does record
Phone 9000 dials CTI route Point 8460 > Agent 7 with extension 5007 answers the call. Because the call came via the script and Calltype equals incoming the MSrecordings workflow initiates and MediaSense records the call.
1. The image shows the Calltype is equal to incoming
2. Active recording in MediaSense shows the call currently recorded
Scenario 2 Outbound call does not record
Outbound call from agent kev7 is not record. This is only true if agents do not call the CTI Route point 8460.
1. Agent kev7 with extension 5007 calls DN 9000 directly
2. "Active calls" In MediaSense is blank
Troubleshoot
1. Activate persistent Logging.
Navigate to: https://FQDN:8445/desktop/locallog
Select Sign In With Persistent Logging
Reproduce the incoming or outgoing call.
Enter https://FQDN:8445/desktop/locallog again.
Use the persistent desktop logs to search for the workflow that is created.
If early offer SIP INVITES are used, you can see this ERROR: Zero Size Tracks on recordings in the Search and Play page. Disable Early Offer support for voice and video calls in SIP profile on CUCM to resolve this issue.