Cs1000 call recording

[Southpaw46]

We have a Nortel CS1000 7.5 rel. I am having a problem recording calls with Telestrat Engage system on my IP phones.
we use 1124 an 1230. I have the media cards connected to network and the ports are mirrored/ dual stream to record calls. this work in most cases.
what I'm looking for in information( which book) that will tell me what tells Engage to start recording and when to stop. some calls start and stop but no recording?
all are on latest software/firmware. I know somewhere is a book that will outline the call process so I can better understand why it is not working in some cases.
thanks for all your help just a great site for information.

 

[KCFLHRC]

I have only done one of these with IP phones and it was a long time ago. But I do remember we needed symposium for the link between the PBX and the Engage server. Do you have that piece?

 

[gwebster]

Calls between two IP phones route the voice packets directly between the two phones and not via the media card.

 

[Southpaw46]

yes
we have Symposium. the issue is some calls are recorded others not. the Engage can see when the call starts and stops but no voice in that time. I want to find documentation on how and what triggers the recording to start and why Engage can see the start & stop but no voice in that time frame.

 

[ramsay]

Do you have AST licenses on the CS1K

 

[effort1584]

Instead of looking at the start stop, look at the path when it doesn't work. That is the indicator you need.

The phone is not recorded, the DN is recorded. You are allowed to set 2 DN keys to record. Is it possible some of the calls are taking place on another DN key? If that is the issue then you need a multi-dn license to allow for additional DN's to be recorded on a phone (Symposium license and Engage activation). The AST assignment on the phone tells which keys will be recorded.

Like gwebster says recording by mirroring a port will not get all calls. The media ports are only used when there is a need to convert the media (not the case in most IP-to-IP connections).

At one point the 12xx phones did not support dual stream recording (one of the reasons they were less expensive). I cannot say if this was ever changed.

 

[Southpaw46]

We have the AST set and the calls are from the outside coming into an ACD group. I am having this issue with 1140's as well . some call record some don't even if it is the same phone.
I can see the IP of media card talking to the IP of the phone but there may not be any voice in the call?

 

[laverle524]

Southpaw46, did you ever get a resolution on this?

 

[Curlcom]

Show us a printout of the phone that isn't recording please.

Go into CCMA and de-aquire the TN.
Go into LD 48 and DACR Agt + Tn of the phone in question.
Take the #'s out of Engage.
Print the TNB of the set.
Out the TN.
Rebuild set and ensure that IAPG is set to 1 to send all info(Unless you have a special number built for IAPG)
Add #'s back into engage.
Re-aquire back in CCMA
Then print out the TNB and make sure its Re-aquired in Engage.
It should look like this when your done.
ACQ AS: TN,AST-DN,AST-POSID

AST of 0 1 will record your agents incalls and DN if they reside on those keys.