Agent call recording can be triggered in the following ways:
Supervisor clicks record button on Cisco Supervisor Desktop (CSD) for a specified agent call
Agent clicks record button on Cisco Agent Desktop (CAD) or IP Phone
Agent (IPPA)
Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD.
IP Phone Agent (IPPA) does not include an agent using CAD, IPPA requires a SPAN port Monitor component on the local VLAN segment for silent monitoring or recording. IPPA also cannot be configured to have calls automatically recorded.
Recordings made by supervisors are archived as raw voice data packets; they can only be reviewed using the Supervisor Record Viewer. However, if you wish to permanently save selected recordings as .wav files, you can use either of two methods:
Using the âPlay and Saveâ button in Supervisor Record Viewer and saving the recording to a selected folder
Using the Unified CCX raw2wav.exe command line utility