Finesse - Supervisor recording of agent calls

[afeldsott]

On our current version of UCCX/UCM, supervisors are able to initiate a recording of agent calls remotely.  Has anyone found a way to accomplish this in Finesse?

[dekwan]

Hi Alan,

For a UCCX deployment, Finesse has a Start Recording API. There is a sample gadget here that uses the API: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CallRecordingSampleGadget

Thanx,

Denise

[afeldsott]

Thanks, Denise.  To clarify, can this be used by a supervisor to record the call that one of the remote agents is on?

[dekwan · Accepted solution]

Hi,

Looking at the permissions of that API, it says "Agents and supervisors can use this API." so looks like the supervisor can use it.

For Finesse, it doesn't really matter if the agent is remote or not. It just knows its an agent. As long as the agent is on the supervisor's team.

Thanx,

Denise

[afeldsott]

Hi Denise - Upon further reading, it does appear this API will do exactly what we want it to do. 
"If a supervisor wants to record an agent's call, the supervisor must first start a silent monitoring session on the call."
Haven't tried it yet, but it looks like this is our solution.  Thank you!  Alan