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Maxim Denisov
Participant

Recording transferred calls with Workforce QM

Hello,

Can Workforce record transferred calls? There are UCCX 8.5 and Workforce QM 8.5 working with UCM 8.6. Calls coming to agents from AS5400, agent talks to a customer and transfers call to PSTN (usualy with the same AS5400). Can I record these transferred calls with Workforce?

Regards,

Maxim.

1 REPLY 1

No. Cisco QM is triggered solely off of the agent's directory number. You would want to look at Cisco MediaSense to do a gateway-side capture of the call.

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