Call Recording Cisco Workforce Optimization – Quality Manager

[david-lima]

Hi all, I'm working with CUCM 7.1 and CCX 8.0 and I'm locking for a Call Recording solution and I found the Cisco Workforce Optimization.

I found information in this link (http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps8293/data_sheet_c78-589090_ps8293_Products_Data_Sheet.html). But I don't understand if the server selected is only to storage all voice recording or it includes an administration call recordinf software where administrator can view all recordings, select a specific recording, etc.

Thanks for the aclaration.

Best regards.

David.

[thomascollins]

Hey David -- Yes, the product does include search/playback/etc.

The basic license is called Compliance Recording, and does 100% call recording.  Then there's a web interface that admins can use to search for recordings (based on things like Agent, time, phone number, etc).  Then they can playback the call through the web interface, or export it to a wav/wma for sharing.

Tom

[david-lima]

Hi Tom, thanks a lot for your fast response. just one question, what is the software lisence code, in that data sheet I can see only the call recording license (Compliance Recording, Quality Management and Advanced QM) and the required hardware. Or I have access to the call recording administration page through Contact Center Express 8.0.

Thanks Again

David

[thomascollins]

Right, you license the named users (agents + supervisors).  Keep in mind that for QM it's total users, not concurrent like CCX is.

Then for GUI access, It's a seperate web server running on your QM server (not on CCX).  By default, supervisors can login.  You could also allow your agents access to the GUI for playback if you wanted.  None of this affects the licensing.  

Two other comments...

-The QM GUI interface is java based.  Searching and scrolling through lots of recordings can be a little bit slow on some desktops.

-The Cisco/Calabrio integration documention is a little sparse, so make sure you use a reseller familiar with QM, or plan to spend some time working with support if you do it yourself.