WFO /QM

Unanswered Question
Mar 1st, 2010
User Badges:

I am looking at a "record all calls" option for ipcc express and just wanted to check that QM has this ability?

is there a seperate licence for this option?

also does it only work with agent phones or can you use it on non agent phones?

can you use QM without WFO?


thanks

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 4 (1 ratings)
Loading.
Aaron Harrison Wed, 03/03/2010 - 07:16
User Badges:
  • Super Bronze, 10000 points or more
  • Community Spotlight Award,

    Member's Choice, May 2015

Hi


QM and WFM are seperate products, so you can use one without the other.


QM will record all agent calls - it basically monitors the phone and starts recording whenever a call is made or received.


You install a QM client on the workstations, and then the users from UCCX are synced in. You have to configure the users's workstation logon name (i.e domain/user) for each user if you aren't integrated to AD, otherwise that should be populated automatically.


I didn't actually try adding a non-agent user to the system unfortunately.


Regards


Aaron


Please rate helpful posts...         

Actions

This Discussion