We are currently running IPCC Express Enhanced 4.0(5). I have enabled desktop monitoring to be able to record and monitor the agent calls. It is currently working, the only thing is that the supervisor has to manually record the agent calls. The IPCC Express SRND states that one option to record the agent calls is by:
"Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD."
Our agents are currently using the CAD. Where do I configure this workflow configuration that is stated in the SRND? Is it within the CRS Administration or is it a script? If it is a script is there documentation on this workflow configuration? If there is no documentation what are the steps required and a basic overview on how to configure the script.
Also, we need to be able to archive the recorded calls into WAV format. The IPCC Express SRND also states that:
"The recording capability of IPCC Express is not intended for usage as a permanent recording archival solution. However, an export utility is also available to bulk export all recordings into a .wav format."
What is this export utility? Or is there another method the export the raw files into wav format?
Any help with the two issues above would be greatly appreciated.