We're looking at Cisco Quality Management and had two questions:
-We don't want to do SPAN recording. I'm told the Cisco IP phones can mirror their voice to the Cisco QM server, without the need for a network span port (or client software). Is that correct?
-Can it be integrated with data from UCCX? For example in our call scripts we gather the customer number. We would like to tag the calls in QM with that field, so that we can search by customer number to pull up all recordings.
QM does support Built-in-Bridge (BiB) for recording but only in their enterprise product. Just saw the Calabrio guys earlier this month who said BiB support is coming in version 8 but yeah, only in their enterprise version. With express I'm afraid you've only got SPAN and desktop recording.
In regards to your metadata question, it's pretty easy if you're using CAD. Just setup a workflow to send an IPC action (to port 5140 I think from memory) and the command metadata I think and the enterprise data you want to attach. This will send the metadata to the desktop recording software which will automatically attach it to the current call you're on. Check the QM docs though. It's somewhere in there.
QM has two recording options:
1) SPAN on the switches to the QM NIC
2) PC Client based recording (you install a PC background service that SPANs the local phone traffic and relays it to the server - so the PC must be daisy chained to the phone)
QM has an API you can send commands to from CAD - it's documented here : http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_cente...
Looks to me like you could use the 'metadata' command to push data from an Enterprise Data variable in CAD to the recording... Whether you could then search that data from QM is another question though it appears it would be visible. Sorry I'm a little vague here; I've not had cause/time to play with the API side of this product.