QM - Quallity Management- Recording

Unanswered Question
Jan 19th, 2009


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)?


I have this problem too.
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Jonathan Schulenberg Mon, 01/19/2009 - 12:01

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


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