ivillegas Mon, 02/02/2009 - 14:34
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You can record all calls by placing the agents in a workflow that triggers recording when the call is answered, the stop recording when the call is dropped. You must have Premium or Enhanced in order to configure workflows from within the Desktop Administrator.


Desktop Admin workflow checks what the value of your “caller ID” is, and does a "start recording" utility action if a certain condition is met. If by "caller ID" means ANI, this should come across by default. If your "caller ID" is some custom value that gets set in a script, you may have to pass it over as an enterprise variable.

The two call records are associated with one another via a common call ID assigned by the Unified ICM.


iftikharsyed_2 Mon, 02/02/2009 - 20:34
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Hi,


Thanks for the reply but my question is " can the workflow save the recorded file with name "caller ID + Agent ID" ?


Regards,

Iftikhar Ahmed

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