Cisco Supervisor Desktop - no record buttons

[Sergey Tregubov]

Hello, could you help me with cisco superviser desktop?

i cant record someone's speech from superviser cause there is no buttons,

from admin i can only insert buttons to the agent,

what should i change?

thank you

[James Hawkins]

I assume you have Express rather than Enterprise.

Please let us know which version you have and what package (Standard, Enhanced or Premium - if is is Standard then recording is not included).

[Sergey Tregubov]

oh, sorry

i have Premium license

[Sergey Tregubov]

Express, yes, not Enterprise

[James Hawkins]

Not sure why you cannot see the recording buttons then.

Page 44 of the doc at the link below shows how to record calls for version 7.0.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf

Do you have the Intervention > Call/Agent Start Recording option?

[Sergey Tregubov]

Yes, i have this option

[Ryan LaFountain · Accepted solution]

Do you have buttons and they are grayed out or do you not have buttons at all?

If the buttons are there, but grayed out, make sure you are clicking on the call and not the agent name.

Click on agent name to monitor.

Click on the Inbound call to record.

Please go to the lower left corner and see if the CSD is In Service after you select a team. If it says Partial Service, double click on this and see what is in Partial Service.

[Sergey Tregubov]

Thank you very much.

Yes, they are grey,

thank you again!