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Compliance Recording

With Cisco Compliance Recording without Call Center can all calls to a single DN be recorded during a specific time period across shared devices?  For example:

An after hours emergency number is active between 10pm and 4am.  I want to record all calls to that DN regardless of which phone it is answered on.

3 Replies 3

Level 4
Level 4

Cisco QM records based upon the device (phone) not the DN or Dialed number.  Therefore you could record all the calls to all the devices the DN might route to.  Recording configuration options for users with CR licenses are configured in Archive workflows for 100% of calls or on demand but not controlled by hours.  The Quality recording workflows for QM licensed users do allow recording a random number of calls within a time interval therefore you could set the number of calls higher then the calls expected insuring all within the time interval are recorded,

Postings on Cisco WFO apps - QM and WFM should be made to the discussions on the Contact Center Applications community.

An option to record non agent knowledge worker phones without a CCX system present would be to use Calabrio QM which is built from the same code base as Cisco QM.  Calabrio QM maintains its own user licenses - CR, QM and AQM and as such can work without a CCX system present.  Cisco QM relies upon the CCX license repository and therefore the presence of a CCX system is mandatory.  Calabrio QM is available from Calabrio or via Cisco's Solution Plus program


You can use Cisco MediaSense for this purpose.

Please, find product information below:

Cisco MediaSense - Products & Services - Cisco Systems