UCCX Call Recording

Answered Question
Jul 31st, 2008

In IPCC Express, is it possible to record all agents at all times? Currently we can record per call, but not per agent.

Is this possible?

Please let me know.

Thanks,

Ohamien

I have this problem too.
0 votes
Correct Answer by david.macias about 8 years 4 months ago

No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).

david

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Correct Answer
david.macias Thu, 07/31/2008 - 11:15

No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).

david

jawilson_1 Thu, 07/31/2008 - 12:42

Ohamien:

Cisco does offer their own Call Recording Solution, Quality Management. You should check with your Cisco Rep for more details.

shanepresley Fri, 08/01/2008 - 05:29

Does the built in capabilities of UCCX allow for "random" recording of a certain percentage of calls?

Or is the only capability to record a call when an agent/supervisor requests it?

jawilson_1 Fri, 08/01/2008 - 05:33

no random recording is available in CAD. It's strictly on demand meaning the user must activate the recording whereas Quality Management will record every call all the time which is what it's built for. Talk to your Cisco Channel Engineer or look on the Cisco site for more details

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