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CRS Agents Initiate Call Recordings directly from CAD

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CRS 4.0(4) - steps should be similar for recent UCCX versions.

Step 1

- Log into Cisco Desktop Administrator from the CRS server (Start> Programs> Cisco> Desktop> Desktop Administrator)

- Browse into the CRS Server> Desktop Configuration> User Interface (you can create a new Work Flow or use default)

CDA.JPG

Step 2

- Here we'll add the Start Recording and Stop Recording buttons for the CAD agents.

- Choose Task1 and select the 'Visible' box on the right pane

- Add Action - select Utility Action - Add new...

          Action Name: Start
          Action Type: Record
          Action: Start

- Customize icon as desired

task1.JPG

Step 3

- Add similar Action for Task2...

           Action Name: Stop
           Action Type: Record
           Action: Stop

task2.JPG

Step 4

- Make sure that the agent has this Work Flow selected.

1.JPG

Step 5

- Log out this agent from CAD and log in back again. Now the new tasks are available and agent can record it's calls.

agent.JPG

Comments
Rising star

Nice!