QM - Quallity Management- Recording

abartolomeu · ‎01-19-2009

Hi!

My client has a CCX Premium - 5.2 and a QM server.

Is it possible to record calls using the Quality Management when there are only IP phone agents (no cisco agent desktop)?

Ana

Jonathan Schulenberg · ‎01-19-2009

The current version of QA supports SPAN-based recording. This is the more "traditional" [cumbersome] method of doing recording where you SPAN the phone switch ports to a NIC on the QA server.

Cisco Unified Workforce Optimization Quality Management Installation Guide 2.6: http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_2x/installation/guide/qm26ig-cisco.pdf

rkapela · ‎01-19-2009

There are a number of Cisco partners that support recording IP phones on CCX Premium affordable and easy to configure. Telrex (http://www.telrex.com/cisco_call_recording.htm), Nice and Verint.