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New Member

Record/Monitor ONLY Agent Line

Due to legal reasons, I need to restrict call recording and monitoring to only the Agent line. The agent phones have several other lines.

Currently, if an agent is on an IPCC call, and they pick up their "personal" line, the conversation is recordable/monitorable. This creates all sorts of legal issues for us.

IPCC Enterprise 6.0

IPCC Enterprise Rascal 6.0(2)

3 REPLIES
Blue

Re: Record/Monitor ONLY Agent Line

What call recording package are you using? Witness,Nice, CAD?

adignan - berbee

Blue

Re: Record/Monitor ONLY Agent Line

most call recording i've seen, including the SilentMonitoring that comes with IPCC, uses port-mirroring or full port captures. this prevents the users from determining which calls to record since all VOICE data sent to the ethernet port is recorded.

the legal issue your company should have is "PRIVACY IS NOT TO BE EXPECTED" on company resources. this is pretty common. (just like surfing the net for porn on a company computer. there should be no privacy expected and the company has every right to monitor and act on abuses of their systems/resources)

New Member

Re: Record/Monitor ONLY Agent Line

HI,

I Witness CSIP 7.x version you can specify the extension number of the agent, this could reslove your problem.

It capture the whole RTP streaming coming from the phone but it record only the specified extension

regards,

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