We have setup Cisco QM 2.6 with UCCX 7.0 and CUCM cluster 7.0. The recording method followed is Server-Based using the SPAN on the switch.
We have configured QM Users ( No-AD Integration) with Knowledge Workers. We need to record 5 extensions, so have configrued 5 knowledge workers and associated them with extensions and designated them as licensed user.
Configured all the extensions to be recorded.
My query is, I am able to see the recorded files in encrypted format in the recordings folder, however, when i login to the QM Desktop, I am unable to find the calls in the recordings tab?
Also the workflow shows only 5 calls per agent? Can i record all the calls coming into the Contact center?
The Cisco QM is one of cisco's product with most incomplete documentation and least configuration details published.