Hello UCCX Team,
Hi, Looking at the RND for UCCX, I came across the following. My customer is looking for call recording by default for all agents in a contact center. The following description seems to provide that. Can you please provide some information on simultaneous sessions? This contact center will have 55 agents and all need simultaneous recording.
is this the information im looking below:
"Complete Call Recording. CAD can be configured to automatically start and stop recording upon call answer and release. Conditions upon which calls are to be recorded are defined in an application script. There are limits to how many simultaneous call recording sessions can be performed."
We just deployed Compliance Recording (part of Workforce Management) with UCCX and it works great for 100% call recording. Licenses aren't too expensive either. Much more robust searching/playback then if you just used the built in UCCX recording.
Here's another doc on how to set up the workflow for automatic recording:
Special attention for the initial notes that describe that this feature was never intented to record large number of call simultaneously. You can check the maximum number of call from the release notes, and will depende on the UCCX version and the server model.
Hope this helps!
Yeah, it's possible - you basically configure the workflow in use by the agents (i.e. probably the 'Default' workflow if this is new to you) so that there is a 'Utility Action' of 'Start Recording' when a call is 'Answered'. This is configured in Desktop Administrator which is isntalled on the UCCX server by default.
Someone went to the effort of doing a how-to here: http://dreamforccie.wordpress.com/2010/03/30/automatic-call-recording-at-uccx/
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