Good morning everyone! I would like to know if anyone could explain me wath is "compliance recording" in CCX8.0? this mean that i can have full record of all the calls even with Enhanced agents? or do i need Quality Manager and Premium agents? because i was reading in the "Cisco Unified Contact Center Express Solution Reference Network Design" and it says that "complaince recording" is available for Enhance Standard and Premium agents, and Quality manager is only available for Premium agents, so i didnt understood what do i need to have for having full recording of my calls! Thanks and best regards!! João Mendes
Quality Manager is a separate product, but it's licensing is controlled through UCCX in later versions. It basically does call recording (for quality management, i.e. scoring purposes) and has an option to do 'archive recording' (long term recording of calls). If you get Advanced QM then you also get screen recording.
Compliance Recording is just the 'archive' recording component of QM...
Compliance Recording = audio archiving/recording
QM = adds scoring etc to the archiving
AQM = add video
They are all the same product, which runs on Windows on a separate server.
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That's exactly what i need, full recording of all agent calls and long retention periods, so i just need Compliance Recording correct? do you know how can I configure the compliance recording? thanks again Aaron!!
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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