Quality Management for recording remote agent's calls

Unanswered Question
Feb 19th, 2009
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Hello Everyone.

Considering we have a UCCX 7.0 and a QM server we use to record local agent's calls, would it be necessary to add additional servers if we would like to record calls from remote agents?

I'm thinking about adding QM servers at the remote location so we can record calls on that remote site.

Thanks a lot!

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Overall Rating: 5 (2 ratings)
adignan Fri, 02/20/2009 - 04:13
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Will your remote agents just be utilizing CAD along with IP Communicator at home over VPN? If so, you just install the QM agent app on the PC and it will work just as if the agent was on your local LAN.

if your remote agents have a soho router with a nailed up VPN to your corporation and they use a hard IP phone. Same thing applies, assuming the NIC is supported by QM, install the QM agent app on the agents PC and it will sniff the traffic from the back of the just as if the agent was on premise.

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danielgoq Sat, 02/28/2009 - 08:12
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Thank you very much for your help!

So, considering what you kindly said, for those remote users, do call recordings go through the WAN to the storage server? Or are those call recordings stored on the agent's computer?

James Hawkins Thu, 03/05/2009 - 08:32
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The call recording go across the WAN. From the softwares perspective the fact that the user is connecting over a VPN is irrelevent - it is all IP!

I would recommend testing whether this works across the speed of links used by your agents and obviously the amount of voice data traversing the WAN will increase.


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