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Monitoring and recording IP Phone agent

We are installing a call center on IPCC express 4.0(5). What needs to be to to monitor and record IP phone agents? Do these use the endpoint recording or do we have to use the SPAN to get it to work.

3 REPLIES

Re: Monitoring and recording IP Phone agent

Gene,

Both answers are correct it depends on your topology. If you have big pipes and low traffic then Spanning is the way to go.

If you are like most call centers and do not mind equipment on the premises then local recording server should do the job.

Please rate helpful response.

Thanks,

Baseer.

Community Member

Re: Monitoring and recording IP Phone agent

I guess my confusion is I thought the PC NIC relays the RTP packets back to IPCC for endpoint recording so if there is no PC and you are using IP phone agent is SPAN a must or is the end point recording model possible

Re: Monitoring and recording IP Phone agent

I am not sure how else you could be able to do other than Span. I hear the newer versions are bit improvised I have yet to see how.

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