This document describes one reason why the supervisor fails to record an agent call in a Cisco Unified Contact Center Express Edition 3.0 environment. Refer to UCCX 7.x: Troubleshoot Agent Monitoring and Recording Issue for information on similar issues related to Cisco Unified Contact Center Express 7.x.
Cisco recommends that you have knowledge of these topics:
Cisco Customer Response Solutions (CRS)
Computer Telephony Integration (CTI) Agent Desktop
Cisco Switches and LAN Switching
The information in this document is based on the software and hardware versions:
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.
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The Voice over IP (VoIP) Monitor Server enables the silent monitoring and recording features in Cisco Agent Desktop. In order to accomplish this, it sniffs network traffic to and from select IP phones, voice gateways, and the Cisco CallManager. If a supervisor monitors a call, the receiver is the desktop of the supervisor, where the VoIP Client application decodes the voice stream and sends the output to the computer sound card of the supervisor.
The network topology where the incident happens is shown in Figure 1.
Figure 1: Network Topology
When the supervisor tries to monitor an agent call, both the supervisor and agent desktops receive this error message:
The RASCAL service is not available.
This is a file access permission issue. Since both the supervisor and agent desktop belong to a domain, but the VoIP monitor server belongs to a separate workgroup, the supervisor and agent desktop do not have enough access rights to the share directory where the audio files reside on the VoIP monitor server.
Move the VoIP monitor server to the same domain where the supervisor and agent desktop reside in order to resolve the problem.
Note: If you are unable to record the calls of the agents and the Unable to write agent state change to RASCAL: GID=1168529382 Error=Client recovering connection to server error appears in the logs, it indicates either of these:
Network latency or network issues are present.
Or, the RASCAL service takes a long time to respond to requests from the Cisco Agent Desktop.
Note: In this case, reboot the CRS server during off-peak hours in order to resolve the issue.