07-31-2008 10:46 AM - edited 03-14-2019 02:39 AM
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
Solved! Go to Solution.
07-31-2008 11:15 AM
No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).
david
07-31-2008 11:15 AM
No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).
david
07-31-2008 11:22 AM
Thanks!
07-31-2008 12:42 PM
Ohamien:
Cisco does offer their own Call Recording Solution, Quality Management. You should check with your Cisco Rep for more details.
08-01-2008 05:29 AM
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?
08-01-2008 05:33 AM
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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