With Cisco Unified Contact Center Express (UCCX) 7.x/8.x, supervisors
are able to monitor agents, but cannot record. This document provides
information on how to troubleshoot this issue.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on the Cisco Unified Contact
Center Express 7.x/8.x.
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, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
With Cisco Unified Contact Center Express 7.x, supervisors are able to
monitor agents, but cannot record. Both CAD and Cisco Secure Desktop (CSD) show
in partial service. Also, the Monitoring and recording service shows as
Perform these steps in order to resolve this issue:
Go to AppAdmin > Control
Center and start the Monitoring and recording service.
Make sure that the TCP port 59005 is opened on the Cisco Desktop
If the UCCX server that runs the VoIP monitor has two NICs
installed, the NIC for UCCX traffic must be on the top of the TCP/IP bind order
and the NIC for VoIP monitor traffic must be bound to TCP/IP behind the other
NIC. If the NIC binding order is not correct, perform the steps mentioned in
Monitoring/Recording Issues Using Cisco Agent Desktop Supervisor
From the UCCX server, go to the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording and Playback
Server\config and change the path to C:\Program
Restart these services: