Calabrio - Device Associations

[jeremiah.cox2]

I am using Calabrio to record agent PCCE -calls and desktops. My current request is for a non-agent line to be recorded for all calls. I have created the hoteling user, retention plan, and work flow. I am now attempting to associate the device.

The issue is when I go to Application Management - QM Configuration - Device Associations. No matter what search criteria I enter I get "No results." However, if I click the three dots and export devices I get a spreadsheet full of information.

Is there something that needs to be added for the device associations that appear in my export to show in the search pane?

[bill.king1]

You don't need to create a hoteling user if it is a CCE user that is already getting calls (unless I am misunderstanding your situation).
So if agent A who already is recorded but they have two lines 9one for ACD and one personal), no need to create hotel user, you just use the existing "regular" agent for recording.

[jeremiah.cox2]

Thank you Bill,

The line I want to record is not part of ACD with no agent. It is a phone used by inbound ambulances to coordinate Emergency Room resources. These conversations have to be recorded and stored for 8 years. I want to record all phone calls to and from the phone number and have them reviewable by management/legal.

[bill.king1]

Make sure that the device is associated in UCM to the Calabrio user. You should be able to find the entries(say SEP phone and Extension mobility profile for instance).

[jeremiah.cox2]

Thank you for the input. My issue was I did not have the top tenant assigned under the Associated Groups and Teams. Now I see the device assoications.