NICE perform 3, sp4

[robmazco]

Heres my dilemma

Running in conjunction with Cisco Unified CallManager 5.1.3

We have several extensions that will only record internal calls (not outside local or long distance)on any phone we log into. Other extensions record all (internal or external) on same phones.

Ive been working with NICE and they have no idea what it is.

So, we know its connected to NICE because it shows in NICE and records internally.
We also know any of the troublesome extensions experience same problem on other phones so it most likely isnt the physical phone, especially since other extensions work perfectly, internal or external.

Ideas?

 

[whydoibelieve]

for the extensions that only record internal do u get a ticker record for an outbound call with no audio ?

what exception does the ticket have?

When u make a test what does interaction logs and tapi logs say ?

 

[robmazco]

We get recordings for internal. For external, we can see the record, we can open it up as it 'thinks' theres a recording, but there isnt.

NICE says from the tapi logs and such, according to info in there, nothing should be recording across all extensions, this is why they are stumped.

 

[robmazco]

Im starting to think its a Cisco setup.
The extensions that work are being directed to a specific and correct IP address.
The ones that dont work are being directed to a different IP.
So Im guessing I need to backtrack to Cisco. But where I have no idea.

 

[luckyme2]

What kind of recording is it ?
Active or Passive Voip ?
or other ?

 

[robmazco]

So heres what we have, even after an hour long conf call with cisco and nice.

Several extensions will record internally, but not externally on ANY phone we log into with those bad extensions. This goes for incoming and outgoing calls, anything external does not record.
Working extensions will record both ways on any phone.
So safe to rule out the phone?

There is no speaker symbol next to the call in Analyzer, also no exceptions tab.
They have run a tapi trace, but still cannot see the calls are going.

These are all passive voip setup.

Any ideas, because cisco and nice surely have no clue.

 

[tnice]

when you make a test call,first check the RCM log files and see if there is correct ip adress and extention.then check the logger`s mascmap.evt file.Make sure that RCM update new ip address on logger as well.
I assumed that you have already run the sniffer and elimate sniffing problem....

if you see data on BA and no type on it. mostly cases all about sniffing problems...

 

[AlmostMe]

I believe the reason your internal calls are recording are because they are being recorded by the other internal particitpant (If total recording check the channel, you will see the channel will be the channel assigned to other internal device).

Things to check:

1. Are all extensions that are failing to record in same switch, if so check your switch mirroring.

2. Are all extnesions that are failing ot record in same IP range, is this the same or different to extensions that are successfully recording? If different and you are doing vlan spanning once again check switch configuration.

3. MAC addresses, is your channel configuration done by extension number or MAC address? If MAC address check this is same as physical mac address on the extensions.

4. TAPI configuration, if using TAPI integration check both the Extension and MAC address are assigned to your TAPI user in Cisco CM.

This is a starter anyway.

 

[robmazco]

Im gonna pass this info to NICE and Cisco, I would like to think they can answer this as they set it up.
Ill keep you posted.

 

[robmazco]

Wow, weve got it narrowed down. Seems I have been unlucky when testing extensions on other phones, they still wouldnt work, so we assume its the extensions.
Well, any of those we were testing on were going thru a specific switch in the back, in this case, switch 5. All other phones go thru other switches, if we try a "bad" extension on one of them, we get recordings.
Bottom line it has to do with one of the switches in the back, not the phone or extension.
Cisco is looking at the setup to get its settings the same as the other switches.

 

[robmazco]

YEs, turns out one setting on one of the switches was not correct, changed to match others and off we go. Was a simple setup problem after all.