Recording outbound calls from agents

Unanswered Question
Nov 16th, 2007

I have IPCC Express 4.5

I need to record all call from and to agents. I have configured recording to agents.

How to configure recording from agents?



I have this problem too.
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smalkeric Thu, 11/22/2007 - 07:54

While recordings cannot be automated, you can set up a task button to allow the agents to start and stop recordings.

1) Open Desktop Administrator

2) Click to the following: Locations -> LCC -> Desktop Configuration -> Work Flow Groups -> Agents -> Default -> User Interface

3) In the "Toolbar" tab, click on "Task 1" (or whatever free task button you have available)

4) On the right side, click the "Visible" checkbox, then below, click "Add"

5) Click the "Utility Action" tab, then "New"

6) In the window that pops up, enter "Start Record" for the Action Name, choose "Record" for the Action Type, and "Start" for the Action

7) Close the "Setup Utility Action" window by clicking "OK"

8) Now that you're back in the Select Action window, highlight the "Start Record" entry

and click "OK".

9) If you wish, click the "Customize Icon" button and choose an icon that you deem


Repeat this process with another Task button, except name the action "Stop Record" and choose "Stop" in the Action section for step 6


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