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Recording transferred calls with Workforce QM

Maxim Denisov
Level 3
Level 3

‎10-05-2012 06:58 AM - edited ‎03-14-2019 10:37 AM

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.

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Jonathan Schulenberg
Hall of Fame
Hall of Fame

‎10-05-2012 05:09 PM

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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