This document describes how to configure a Finesse workflow to record inbound calls to MediaSense.
Cisco recommends you have the knowledge of these topics:
Cisco Unified Contact Center Express (UCCX) with recording licenses
Cisco Unified Communications Manager (CUCM)
Cisco Unified CCX Editor
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, ensure that you understand the potential impact of any command.
When to perform Actions needs to equal When a Call is answered
How to apply Conditions needs to equal If all Conditions are met
Here callVariable1 + Is equal to + incoming
Select the workflow you created under Manage workflow Actions
Step 5. Navigate to Team Resources tab
Select the team that needs to only record inbound calls and not outbound calls
Select the Workflows tab
Add the workflow created in step 4
Agent user: kev7
Agent extension: 5007
CTI rout point: 8460
Non agent extensionl DN: 9000
Scenario 1. Incoming call does record
Phone 9000 dials CTI route Point 8460 > Agent 7 with extension 5007 answers the call. Because the call came via the script and Calltype equals incoming the MSrecordings workflow initiates and MediaSense records the call.
1. The image shows the Calltype is equal to incoming
2. Active recording in MediaSense shows the call currently recorded
Scenario 2 Outbound call does not record
Outbound call from agent kev7 is not record. This is only true if agents do not call the CTI Route point 8460.
1. Agent kev7 with extension 5007 calls DN 9000 directly
2. "Active calls" In MediaSense is blank
1. Activate persistent Logging.
Navigate to: https://FQDN:8445/desktop/locallog
Select Sign In With Persistent Logging
Reproduce the incoming or outgoing call.
Enter https://FQDN:8445/desktop/locallog again.
Use the persistent desktop logs to search for the workflow that is created.
If early offer SIP INVITES are used, you can see this ERROR: Zero Size Tracks on recordings in the Search and Play page. Disable Early Offer support for voice and video calls in SIP profile on CUCM to resolve this issue.