Cisco QM 2.6: Configuration

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Jun 2nd, 2009
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Hi


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.


Please help.

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david.hopkins Thu, 06/04/2009 - 09:58
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to record all calls turn on archive recording. this is a separate feature to the workflow , evaluation feature. you need to change your role to access recordings. users can only listen to recordings that have been evaluated

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