WFO /QM

[mymite060708]

I am looking at a "record all calls" option for ipcc express and just wanted to check that QM has this ability?

is there a seperate licence for this option?

also does it only work with agent phones or can you use it on non agent phones?

can you use QM without WFO?

thanks

[Aaron Harrison]

Hi

QM and WFM are seperate products, so you can use one without the other.

QM will record all agent calls - it basically monitors the phone and starts recording whenever a call is made or received.

You install a QM client on the workstations, and then the users from UCCX are synced in. You have to configure the users's workstation logon name (i.e domain/user) for each user if you aren't integrated to AD, otherwise that should be populated automatically.

I didn't actually try adding a non-agent user to the system unfortunately.

Regards

Aaron

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