extension voice recording features

Unanswered Question
Aug 15th, 2007

Dear sir,

We've the subject mentioned request, for example.., helpdesk ext. number 30000 , so if u forward any call or direct call to this extension number 30000, it will said, "thank you for calling it helpdesk, your calls will be recorded for improvement/training purposes" . Then all the calls conversation will be recorded somewhere. We will able to retrieve/listen the conversation later.

Please advise, your effort shall be highly rated.

thanks.

I have this problem too.
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rob.huffman Thu, 08/16/2007 - 05:22

Hi Charles,

Here are two third party vendors that seem to have highly rated recording systems for CCM (as there is no built-in recording until CCM 6.X)

Telrex

http://www.telrex.com/callrex.htm

Cistera

http://forums.cisco.com/eforum/servlet/IPCApps?page=Applications_Showcase1

Hope this helps!

Rob

PS; For the first part of your question you will probably need to set up a Call Handler in Unity on ext.30000 to play the "thank you for calling it helpdesk, your calls will be recorded for improvement/training purposes" message and then route the call accordingly.

kelvin.blair Thu, 08/16/2007 - 05:26

My recommendation is Cistera. Telrex records all phone conversation. I cannot record only certain extensions. This was a problem that I ran into during a Call Center implementation. The users had a personal extension and a agent extension. They only wanted to record the agent extension and not the personal extension. Telrex at the time couldn't do this. Cistera can very easily.

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