10-21-2016 09:04 AM - edited 03-14-2019 04:40 PM
Dear All,
Since, I am studying UCCX srnd to implement it in our network and I have a question.
I would like to understand whether UCCX has an in-built call recording feature or do we need to integrate it with Mediasense and enable recording profile on individual IP phone?
Thanks in advance.
Regards,
Syed
Solved! Go to Solution.
10-21-2016 09:52 AM
UCCX does provide built in recording feature but that is only applicable for CAD agents. If you want to record Finesse agents then Cisco Media Sense is what you will need to deploy and integrate with UCCX.
@Sean Vaidya : Calabrio is our OEM partner and their product i.e., QM/AQM etc an be used to record both CAD and Finesse agents. Also, Calabrio product had been there in the market for some time now and they provide lot of flexibility and features/options compared to Cisco Media Sense which is a relatively new product and therefore in most of the deployment out there, you will see people using Calabrio. UCCX had a very limited recording space i.e., 2.3GB per server and this cannot be increased whereas that is not the case with Calabrio
Regards
Deepak
10-21-2016 09:17 AM
I
3rd part vendor, I think now owned by cisco.
10-21-2016 09:22 AM
Hi
Cannot this be achieved with cisco mediasense?
10-21-2016 09:27 AM
Have not used it, but
10-21-2016 09:52 AM
UCCX does provide built in recording feature but that is only applicable for CAD agents. If you want to record Finesse agents then Cisco Media Sense is what you will need to deploy and integrate with UCCX.
@Sean Vaidya : Calabrio is our OEM partner and their product i.e., QM/AQM etc an be used to record both CAD and Finesse agents. Also, Calabrio product had been there in the market for some time now and they provide lot of flexibility and features/options compared to Cisco Media Sense which is a relatively new product and therefore in most of the deployment out there, you will see people using Calabrio. UCCX had a very limited recording space i.e., 2.3GB per server and this cannot be increased whereas that is not the case with Calabrio
Regards
Deepak
10-21-2016 10:51 AM
Hi Deepak,
I was expecting your reply.
Thank you
10-21-2016 10:55 AM
Glad that I was able to help Syed and thanks for marking the Correct Answer. Please feel free to look at below document that talks about in details regarding monitoring & recording configuration on UCCX:
https://supportforums.cisco.com/document/13129456/uccx-recording-and-monitoring-configuration-and-log-collection
Regards
Deepak
10-21-2016 11:18 AM
Great, thanks again.
I shall open a new discussion if I have any further queries with respect to UCCX.
10-21-2016 11:20 AM
You are always welcome to do that Syed.
Regards
Deepak
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