Cisco QM : End-point and Server-side Recording simultaneously

[csshenoy80]

Hi

We have Contact Center with as CUCM 8, UCCX 8 and Cisco QM 8. Currently the agent calls are recording using the Server-side recording using the SPAN port, configured for the Voice VLAN on which the Agent IP Phones are connected.

Now we have a new remote site, with 6 agents. We would need to record calls on these agent IP Phones and do not want to configure the RSPAN.

Would it be possible to have the End-Point recording configured for these new agents at the Remote site.

Can End-point and Server-side Recording happen simultaneously on the same centralized Cisco QM server?

Please help.

Thanks.

[thomascollins]

Yes, you can do a combination of Desktop & Server SPAN recordings from the same Cisco QM server.

You could also consider Network Recording (Built in Bridge from the phones) if your 6 remote phones support it.

[whenusayloveme]

Dear thomascollins

     If we use BIB, any concern on the WAN link between HQ and remote site? and codec can be G.729 ?

BG.

Winai

[Nathan Luk]

Hi,

QM 8 supports 711, 729 and 722. Be aware that when using server-side recording (both SPAN and BiB) it does not support extension mobility. From a bandwidth perspective, when using BiB you are effectively doubling the voice traffic for contact centre calls as for each call you will have the forked call from the handset to the QM server so keep that in mind.

Cheers,

Nathan