Can we record calls with UCCX 7.0 without the agents knowing they are being recorded?

[m.schilling]

We have UCCX 7.0 with agents running CAD and want to know if we record calls using the CSD without the agents knowing they are being recorded.

[slongani]

Hi,

You can configure automatic recording for the respective by configuring the workflow on the CDA and the supervisor would be able to listen to these recording from the CSD as well.

Here is the document, to configure the automatic recording:-

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_configuration_example09186a0080b21bbf.shtml

Note: All the calls will be recorded for the repective agents.

Hope it helps!!!

Smita

[Steven Pawlak]

If you go this route you want to find out how many simultaneous recordings your MCS server can handle. I believe that 32 is the max on 7845.

If you really need to record all calls, do spend the money and get a dedicated server (Cisco WFO Compliance Recording) or make sure you off load all these recordings every night BEFORE the backup kicks off.

I have seen more than one customer grind themselves down to a halt cause the system kept recording and took all the hard drive space.

[joesnyde]

Hi Mr. Schilling,

You can disable monitoring and recording notification through the Cisco Desktop Adminstrator Workflow configuraton. See page 63 of the following document;

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf

Just a heads up, CAD does not support auto record of all calls and is meant for on-demand only. However, this will work, but TAC may ask that you disable this type of workflow if it is causing a performance issue.

See page 22 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf

　

NOTE:

The CAD recording functionality is intended for "on demand" use only, and not for recording all calls in the contact center.

Regards,

Joe

[bsugamele1]

Just for clarification purposes, recording calls through workflow is supported in UCCX 7x. This is an excerpt from the SRND:

Cisco Unified Contact Center Express Solution Reference Network Design

Chapter 2      Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager

  Monitoring and Recording Components

Cisco Unified CCX Enhanced and Premium provide the ability for a supervisor to silently monitor

agents. Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be

recorded. Agent call recording can be triggered in the following ways:

• Supervisor clicks record button on CSD for a specified agent call2-7

• Agent clicks record button on CAD or IPPA.

• Workflow configuration automatically triggers complete call recording on certain types of calls for

agents using CAD.

[joesnyde]

Hi bsugamele1

The CAD installation guide (page 22) states that recording is for "on demand" use only.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf

　

Monitoring and Recording Requirements

For information about recording requirements, see

Configuring and Troubleshooting VoIP Monitoring.

The space requirements for the Recording service and the Recording and Statistics service depend on the size of the contact center as described below.

NOTE:

The CAD recording functionality is intended for "on demand" use only, and not for recording all calls in the contact center. 

Two reasons that we state this; 1) a busy call center could record all calls and fill up the hard drive space on the server. Resulting in unexpected behavior at the server side; 2) You may see performance issues with CAD and UCCX while every call is being recorded. You can only simultaneously record 32 sessions, if all 32 sessions are in use the 33rd agent will have to wait untl a session is released.

Regards

Joe