UCCX 5.0(1) Outbound Call Recording

Ben Cook · ‎04-24-2008

I currently have a UCCX 5.0(1) solution implemented for 10 agents. Part of the requirement for the business unit is that all calls, both inbound and outbound are recorded.

Currently, inbound calls are recording automatically once the agent picks up the phone.

Is there a way to automatically record outbound calls? They are not using any sort of campaign dialer. Agents need to make cold calls, and record those cold calls for future reference.

Thank you,

Benjamin D. Cook

Network Telephony Engineer

ebreniz · ‎04-30-2008

Automatic recording of outgoing agent calls is not supported....A manual alternative is to set up task button to allow the agents to start and stop recordings. This is done by building a web/database application that manages an outbound campiagn. This campaign manager application can query real-time call center stats to determine when outbound call contacts should be inserted into queue. Outbound call contacts can be inserted into queue by having the campaign manager application generate an HTTP trigger for each outbound call contact.

kelvin.blair · ‎04-30-2008

What about third-party recording products?

Here is a list of couple that have had the pleasure to use:

Cistera Rapid Record

http://www.cistera.com

Knoahsoft

http://www.knoahsoft.com

CallRex

http://www.telrex.com