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New Member

UCCX Call Recording

In IPCC Express, is it possible to record all agents at all times? Currently we can record per call, but not per agent.

Is this possible?

Please let me know.

Thanks,

Ohamien

1 ACCEPTED SOLUTION

Accepted Solutions

Re: UCCX Call Recording

No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).

david

5 REPLIES

Re: UCCX Call Recording

No. You will have to use some sort of 3rd party tool to accomplish this (Witness, Envision, etc).

david

New Member

Re: UCCX Call Recording

Thanks!

New Member

Re: UCCX Call Recording

Ohamien:

Cisco does offer their own Call Recording Solution, Quality Management. You should check with your Cisco Rep for more details.

New Member

Re: UCCX Call Recording

Does the built in capabilities of UCCX allow for "random" recording of a certain percentage of calls?

Or is the only capability to record a call when an agent/supervisor requests it?

New Member

Re: UCCX Call Recording

no random recording is available in CAD. It's strictly on demand meaning the user must activate the recording whereas Quality Management will record every call all the time which is what it's built for. Talk to your Cisco Channel Engineer or look on the Cisco site for more details

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