Outbound Call Recording with IPCC Express

[iftikharsyed_2]

Hi,

We can record inbound calls using workflows from Desktop Administrator,

Can we record manually dialed outbound calls using any of IPCC builtin features?

Any Suggestions?

[irisrios]

Recording all outbound calls is not supported yet. However, you can configure CAD so agents can record their own outgoing calls.

[iftikharsyed_2]

Hi,

Thanks for your reply, how can we configure agents to record the calls, any document will be helpfull.

Regards,

Iftikhar

[bsugamele1]

This has probably been answered already, but for anyone looking for this.....

You would open Cisco Desktop Administrator on the IPCC server and drill down on:

Desktop Configuration

- Workflow Groups

Then either modify the default workflow group, or creat a new one and configure a button for both "Start Recording" and "Stop Recording" on the user interface for the workflow group you are going to assign to the users. Once completed, have the agent log out then log back in and the buttons for manual recording will appear.