cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
224
Views
0
Helpful
2
Replies

extension voice recording features

chialun
Level 1
Level 1

Dear sir,

We've the subject mentioned request, for example.., helpdesk ext. number 30000 , so if u forward any call or direct call to this extension number 30000, it will said, "thank you for calling it helpdesk, your calls will be recorded for improvement/training purposes" . Then all the calls conversation will be recorded somewhere. We will able to retrieve/listen the conversation later.

Please advise, your effort shall be highly rated.

thanks.

2 Replies 2

Rob Huffman
Hall of Fame
Hall of Fame

Hi Charles,

Here are two third party vendors that seem to have highly rated recording systems for CCM (as there is no built-in recording until CCM 6.X)

Telrex

http://www.telrex.com/callrex.htm

Cistera

http://forums.cisco.com/eforum/servlet/IPCApps?page=Applications_Showcase1

Hope this helps!

Rob

PS; For the first part of your question you will probably need to set up a Call Handler in Unity on ext.30000 to play the "thank you for calling it helpdesk, your calls will be recorded for improvement/training purposes" message and then route the call accordingly.

My recommendation is Cistera. Telrex records all phone conversation. I cannot record only certain extensions. This was a problem that I ran into during a Call Center implementation. The users had a personal extension and a agent extension. They only wanted to record the agent extension and not the personal extension. Telrex at the time couldn't do this. Cistera can very easily.

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: