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Call Monitoring and Recording

We are using CUCM 7 in our company. I have to monitor calls and record some calls manually or automatically. can cisco desktop agent do this, or I should use 3rd party applications? what application works well with CUCM 7? any suggesstions?                  

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Call Monitoring and Recording

CAD can capture CCX agent calls only and it does so by manual trigger/request of a supervisor on a call-by-call basis. The only way to automate it is to build a CDA workflow that presses the start recording button automatically; however, this has serious scaling limitations. For example, the server will not store more than 2.6GB of audio total and does not auto-delete the oldest data to make room for the new.

There are dozens of call recording vendors. You can sort through them in the Cisco Developer Marketplace. You'll want a vendor who supports the Built-in Bridge of phones and/or Cisco MediaSense.

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