24/7 Call Recordings in IPCC Express

[michaelmiu]

Dear Pros,

Is it possible to have the calls of certain agents always recorded in IPCC Express? I don't want to dedicate one supervisor for each agent. Are there any third party solutions that will do the trick?

Thanks,

-Mike

[mmelbourne]

You could use a 3rd Party voice recording solution, from vendors such as Witness and Nice. However, you will need to SPAN (or RSPAN) the Voice VLANs to the server running the voice recording software.

Effectively, this is independent of IPCC Express, and is more a function of these products' ability to capture the RTP streams. In Witness, for example, certain agents' extensions are specified and only these calls are recorded.

[cistera.com]

Yes

Cistera CallCenterRecord

http://www.cistera.com

[ssuryavanshi]

Hi Mike,

To acheive 100% call recording for certain Agents you can create a workflow in Desktop Administrator. You can create an action e.g. callrecord, and set action type as Record and action as Start and another action as Stop on Dropped call Event.

Assign all the agents to this workflow for whom you want 100% call recording.

Thanks,

Sunil Suryavanshi.

[michaelmiu]

Thanks a lot for the suggestion Sunil.

How would the recordings be accessed? Just like any regular recording, via Supervisor Desktop application?

If this is true, then the administrator or supervisor will need to manually save as .wav files before the 7 day expiry, right?

[ssuryavanshi]

Hi Mike,

Yes, you need to get the recordings either from Supervisor desktop as well as bulk retrieve from .raw to .wav using CRSRawtowav.exe. The audio files are located at c:\program files\cisco\desktop_audio and you can find this utility on IPCCX server at c:program files\cisco\desktop\bin.

Rgds,

Sunil Suryavanshi