Just to clear the recording issue; so the CCX can operate as a call recorder without the need for a 3rd party system?? what about its specification on how much calls and/or disadvantages rather than using a 3rd party one.

thanks in advance

I think you guys are talking about two different types of recording. I could be wrong but I believe the original question was asking about recording calls between the agent and the caller. Your original question was a little misleading because you were asking about how to do this within a script which is a different recording type.

IVR Recording: You can use a recording step within a script to record the caller during IVR. You can then save (or email if on premium licensing) this recording. This is similar to Unity recording something the caller said.

CAD Recording/Monitoring: This is where you choose to record or monitor the call between an agent and a caller. This cannot be controlled by a script; however, you can write a workflow action that automatically starts the built-in recording functionality. This would be identical to a supervisor pressing Record in CSD.

The second option puts a load on the CCX server and you should use caution to ensure you have sized the platform properly before enabling this. This is typically not recommended as it provides a very basic/crude experience and does not provide a long-term retention mechanism.

CAD recording or similar is what I am targeting (option 2). I just attended a UCCX class and they mentioned it could be done via script but when asked the answer was to take a look on the internet for an example. Not exactly helpful, so here I am.

I am pretty sure the hard part will be recording the calls. After that I can write a program or even use something as basic as Microsoft's robocopy to watch a directory and move the file to another location for longer term storage. As far as the load, I have 14 staff taking calls and its running on a fairly decent box now, soon to be migrated to a new 7845 class machine.