I've got a customer requirement where they want to be able to place a call into the contact centre, give the contact centre the digits to dial and have the contact centre place the call on their behalf. I've got no trouble with that bit.
The next requirement is that the call placed is recorded, even if the calls in are not from cisco phones (i.e. mobiles). We have a redbox recorder that does the recording and in order for it to commence a recording session, it needs to see a setup message through CM to check that it's an extension that is to be recorded.
For example, I use an IP phone that IS being monitored to make a call. The Redbox sees the setup and will record the call flow.
I use an IP phone that is NOT being monitored to make a call. The Redbox sees the setup and will not record the call.
In order to get calls recorded from the contact centre, I'm thinking of conferencing in a third phone that Redbox is set to record and have it auto answer on silent, but I can't figure out how to get the three calls conferenced together to keep the call flow recorded.
Any thoughts on how to achieve this? Or has anyone else out there used another method?
All help greatly appreciated!