Does anybody know if AQM can record a call from an agents phone if they are not answering a queue? Suppose that an Agent is told to call a customer back - if they did it on the agent extension, would AQM record it? I know that it will see the packets I'm just not sure it would save them and allow you to retrieve the recording.
My issue is that I have a customer that wants to use a CRM app to do the dialing for outbound campaigns rather than the UCCX platform. Long story but they have legitimate reasons. So I'm afraid that these outgoing campaigns would not get recorded and that's probably 95% of their call center activities.
All help is appreciated!