Agent call recording in 4.x and 5.x

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Apr 10th, 2007
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It seems that CAD can record on demand, but I do not see anything about this being the case for the upcoming release of CUCC 5.x? Will 5.x use the same agents? Use agents that can record? If so, how many sessions and how to size the recorded message store.

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vmoopeung Mon, 04/16/2007 - 10:59
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CAD record on demand is not available. However, you can customize CAD to record all incoming calls if that is what you want. This can be done using the Workflow feature in Desktop Administrator with CAD. Set a Workflow and assign the recording action to the call event such as pickup. If you configure a rule to start call recording when the call is answered and stop the recording when the call ends and associate the rule with the appropriate agent team, you will get automatic recording of an agent's calls.


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