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UCCX Recording Features

The Enhanced Verson has some ability to do recording.  What are its limitations and how do we compare it to the WorkforceManagement and Compliance Recording available with a Premimum License?           

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UCCX Recording Features

I don't know why you mentioned Work Force Management (WFM), as that has nothing to do with call recording.  Perhaps you meant Work Force Optimization (WFO)?  If so, that is an umbrella term for both WFM and Quality Management (QM).  Quality Management is itself an umbrella term for three recording levels: Compliance Recording (CR), Quality Management (QM; yes this use reused), and Advanced Quality Management (AQM).  AQM gives you desktop screen recording as well as audio.

If you are looking to compare the two: UCCX Recording and QM, then you should ask your Cisco sales team for a sales presentation on UCCX.

To summarize the two for you though:

UCCX/CAD recording is not designed for use as a compliance recording solution. The functionality is best deployed to facilitate on-demand recording or recording on a filtered list of calls only. Users must address requirements to record all calls by implementing a compliance recording solution.

QM is a full featured compliance and quality messeauring tool.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway Please use the star ratings to help drive great content to the top of searches.
1 REPLY

UCCX Recording Features

I don't know why you mentioned Work Force Management (WFM), as that has nothing to do with call recording.  Perhaps you meant Work Force Optimization (WFO)?  If so, that is an umbrella term for both WFM and Quality Management (QM).  Quality Management is itself an umbrella term for three recording levels: Compliance Recording (CR), Quality Management (QM; yes this use reused), and Advanced Quality Management (AQM).  AQM gives you desktop screen recording as well as audio.

If you are looking to compare the two: UCCX Recording and QM, then you should ask your Cisco sales team for a sales presentation on UCCX.

To summarize the two for you though:

UCCX/CAD recording is not designed for use as a compliance recording solution. The functionality is best deployed to facilitate on-demand recording or recording on a filtered list of calls only. Users must address requirements to record all calls by implementing a compliance recording solution.

QM is a full featured compliance and quality messeauring tool.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway Please use the star ratings to help drive great content to the top of searches.
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