Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 
New Member

Cisco QM 2.6: Configuration


We have setup Cisco QM 2.6 with UCCX 7.0 and CUCM cluster 7.0. The recording method followed is Server-Based using the SPAN on the switch.

We have configured QM Users ( No-AD Integration) with Knowledge Workers. We need to record 5 extensions, so have configrued 5 knowledge workers and associated them with extensions and designated them as licensed user.

Configured all the extensions to be recorded.

My query is, I am able to see the recorded files in encrypted format in the recordings folder, however, when i login to the QM Desktop, I am unable to find the calls in the recordings tab?

Also the workflow shows only 5 calls per agent? Can i record all the calls coming into the Contact center?

The Cisco QM is one of cisco's product with most incomplete documentation and least configuration details published.

Please help.

New Member

Re: Cisco QM 2.6: Configuration

to record all calls turn on archive recording. this is a separate feature to the workflow , evaluation feature. you need to change your role to access recordings. users can only listen to recordings that have been evaluated

CreatePlease to create content