CAD and Mediasense

[David Winther]

Customer is running UCCX 10.6 and Mediasense 11 the original idea was to use Finesse and add the "Record button" gadget.

But they can´t live with the missing shortkeys in finesse, so they will continue with CAD, does anyone know if it is possible to make a record button in CAD for Mediasense recording.?

Thanks David

[Deepak Rawat]

Please note if your agents are using Cisco Agent Desktop then the recording will/can be done using UCCX itself, no need for Media Sense at all in this. As far as the agent control is concerned to start and stop recording within CAD, then that is also possible using the Action events available within Cisco Desktop Administrator. Check below documentation for the same:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/user/guide/cadx105-desktop-admin-user-guide.pdf

So basically, you will need to create task buttons for Start and Stop recording which will show up on CAD and then associate Utility Action i.e., (Start recording and Stop recording) respectively to those buttons. In case, you want recording to start automatically as soon as agent answers the call then you will need to configure an action under Voice Contact work Flows for Answered event. Refer to above document for this as well. If you want to use Media Sense for recording calls, then use Finesse Agent Desktop instead of CAD. There is a sample gadget available at below link which I believe you are already aware of to enable a Start Recording button on Finesse Desktop

https://developer.cisco.com/site/finesse/downloads/sample-gadgets/

Regards

Deepak

[David Winther]

Hi Deepak,

Yes i know that we could use the CCX for recording and there is a way to add record buttons. But we want to use Mediasense for the recordings, more disk space, better search options etc. 

/David

[Deepak Rawat]

If you want to use Media Sense for recording agents while they still use CAD, then go for Selective User Recording option as mentioned in below guide:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_0_1/ccmfeat/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100_chapter_0101010.html#CUCM_RF_S0ECA5B6_00

Regards

Deepak