This document describes troubleshoot steps for media forking from a Cisco IP phone to record calls on a MediaSense server.
Cisco recommends that you have knowledge of these topics:
Cisco Unified Communications Manager (CUCM)
The information in this document is based on these software and hardware versions:
CUCM Version 10.5.2.10000-5
Cisco MediaSense 10.0.1.10000-95
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.
Cisco MediaSense is a network-based platform that provides voice and video media recording capabilities for devices in network using Session Initiation Protocol (SIP). Fully integrated into Cisco's Unified Communications architecture, MediaSense automatically captures and stores every Voice over IP (VoIP) conversation on devices which are appropriately configured CUCM.
MediaSense accepts audio codec in the below formats:
g.711 µLaw and aLaw
g.729, g.729a, g.729b
Advance Audio Coding - Low Delay (AAC-LD) also known as MPEG Audio Layer 4 - Low-overhead MPEG-4 Audio Transport Multiplex (MP4A/LATM)
From the perspective of MediaSense, there is actually no difference between two scenarios.
In both cases, media forked by a phone is sent to the recording device where the forked streams are captured. They are distinguished here because there is a significant difference in their behavior at the solution level.
As shown in this image, Unified Communications Manager Deployment - Internal-to-External.
This shows a basic Unified Communications Manager deployment where Cisco IP phone call with an external caller is recorded. This applies to both inbound and outbound calls, as long as the inside phone is configured with an appropriate recording profile.
Once the connection is established from a signaling perspective, media flows directly from the forking phone to the recording server.
If the call is transferred away from this phone, the recording session ends. The next segment of the call will be captured only if the phone which takes up the call is configured for recording.
As shown in this image, Unified Communications Manager Deployment - Internal-to-Internal.
This shows a basic Unified Communications Manager deployment where the call is between internal users who are within the enterprise. It is important that one of the phones be configured for recording. In case both phones are configured for recording, then two separate recording sessions will be captured.
This section provides information you can use in order to troubleshoot your configuration.
Step 1.Check the configuration on MediaSense and CUCM.
Controlled devices and Permission information in Application user (AXL).
Recording profile and destination address
SIP trunk pointing to MediaSense.
You can verify basic configuration using show tech call_control_service command on MediaSense command line after system installation.
This command displays information about the Cisco MediaSense Call Control Service that runs on the system.
The Cisco MediaSense Call Control Service should be running for this command to execute successfully.
Note: In this area, you notice that there is a size in the recording attributes. This example shows that size="1", which means MediaSense did receive the audio from CUCM. If you notice size="0", it means MediaSense did not receive the audio from CUCM.
Step 1. Enable call control service trace level to debug in MediaSense serviceability.
As shown in this image, MediaSense Serviceabilty.
Step 2. Enable packet capture on MediaSense.
Please run utils network capture eth0 file packets count 100000 size all in order to enable packet capture on MediaSense.
As shown in this image, Packet capture on MediaSense.
Step 3. Collect logs using Real Time Monitoring Tool (RTMT)
Connect to MediaSense server using RTMT.
Navigate to Trace & Log Central > Collect Files
As shown in this image, Real Time Monitoring Tool.
Click Next and select packet capture
As shown in this image, Real Time Monitoring Tool.
Select time accordingly.
Some useful commands:
1. utils media recording_sessions
The utils media recording_sessions file fileName command generates an html file with a detailed list of the last 100 recording sessions processed by this Cisco MediaSense server. Confirm that the Cisco MediaSense Call Control Service is running before you execute this command. The file is saved to the platform/cli/ folder and can be downloaded using the file get activelog platform/cli/fileName command.
Command: utils media recording_sessions file fileName
file is a mandatory parameter that outputs the information to a file.
fileName is a mandatory parameter that defines the name of the .html file.
When you issue this command, you get the following response: Cisco MediaSense Call Control Service Recording sessions saved to platform/cli/<filename>.html. You can now download it using: file get activelog platform/cli/<filename>.html You can then retrieve the file from that directory and save it to a location of your choice.
utils media recording_sessions file sessions.html Cisco MediaSense. Call Control Service Recording sessions saved to platform/cli/sessions.html. You can now download it using: file get activelog platform/cli/sessions.html
2. utils system maintenance
The command utils system maintenance operation enables or disables maintenance mode on Cisco MediaSense , or displays the Cisco MediaSense maintenance mode status. While it is in maintenance mode, Cisco MediaSense cannot process any recording requests or API requests.
Cisco MediaSense reboots when it enters maintenance mode. Any streaming activities end abruptly. Any active recordings end in a CLOSED_ERROR state. Cisco MediaSense reboots again when maintenance mode is disabled and it re-enters normal mode.
Command: utils system maintenance operation
Details: operation specifies what the command does.