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Beginner

Best Recording Option for Cisco Finesse

Dear all,

 

I have CUCM 10.5, UCCX 10.5, QM 10.5. I need to record all inbound and outbound call to agents using Finesse. May i know the best recording method (desktop recording, network recording, or server recording)? I'm trying to avoid incomplete recording, and bad voice quality of recording.

Could you please tell me where to find step-by-step configuration guide?

 

Thanks.

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6 REPLIES 6
Beginner

Hi Bryan,Cisco Finesse does

Hi Bryan,

Cisco Finesse does not support SPAN port-based or desktop based monitoring/recording.

Cisco Finesse workflows can be used to record agent calls using Cisco Unified Communications Manager with Cisco MediaSense or Cisco Workforce Optimization. Steps for Media sense integration with UCCX can be found in the below url.

Media Sense Integration with Unified CCX for Selective Unified CM-Based Recording

http://docwiki.cisco.com/wiki/Media_Sense_Integration_with_Unified_CCX_for_Selective_Unified_CM-Based_Recording

regards,

Deepu

Beginner

Hi Deepu, Unfortunately, i

Hi Deepu,

 

Unfortunately, i don't have MediaSense. Is it possible to use network recording? If yes, could you please give documents regarding step-by-step to configure networking recording? I couldn't find the step-by-step guide in cisco documentation for network recording.

 

Thanks.

Beginner

Hi Bryan,Sorry to bring the

Hi Bryan,

Sorry to bring the bad news,but Finesse itself inherently does not provide network recording option.

The only option other than using mediasense is to use Cisco Unified Workforce Optimization Compliance Recording and Quality Management.
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

regards,
Deepu

Beginner

Hi Deepu, Of course, i have

Hi Deepu,

 

Of course, i have Quality Management server running version 10.5. It supposed to be able to do network recording, right?

 

Thanks.

Hi Bryanhttp://www.cisco.com

Hi Bryan

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_10x/reference/guide/qm-integration-guide-cisco-105.pdf

Page 37 onwards.

 

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Beginner

Hi everyone,

Hi everyone,

i have CUCM-11.0.1, UCCX-11.0.1 and QM-11.5.1

how could i do agent desktop recording for voice and screen.

please help me to give steps of configuration and documents of configurations

please its emergency.

sincerely yours

Md. Hasanul kabir

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