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UCCX Premium Call Recording

Hi, we have purchased 50 UCCX 9.0 Premium Agents, 10 QM and WFM licenses for Supervisors.

Our intention is to provide 50 named agents for CR, 10 Supervisor and Manager access for voice recording playback and analysis.

However after installation, we can only configure voice recording for up to 10 agents. We understand that UCCX Premium has

Call Recording as an entitlement, but it doesn't seem to be this way. Please advise if our design is wrong or there is a licensing error,

and if we can raise a ticket for this.

Regards

  • Contact Center
1 REPLY
Super Bronze

UCCX Premium Call Recording

Hi Roy

UCCX9.0 includes basic call recording functionality embedded in the Supervisor/Agent software. This has lots of limitations on the method used to recoreds (server SPAN or Agent-based recording only) and a max retention period of 7 days.

If you want full recording (Compliance Recording, QM or AQM) then you need to license that recording product for every user (i.e. named user, not concurrent user as with UCCX).

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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