UCCX 12.5 Recording Options and Chat Feature

[mumbles202]

For recording UCCX calls do I need to use a basic recording profile (and thus a 3rd party application) to record calls?  And for agent to agent chatting, can I just follow this link:

https://www.cisco.com/c/en/us/support/docs/contact-center/finesse/214685-configure-finesse-12-0-agent-to-agent-ch.html

after spinning up a IM+P server so agents can talk directly?  Were either or both of the above mentioned features included in earlier versions of UCCX natively (migrated from 8.5 to 12.5 and users are now reporting some previous features are no longer available).

[collinks2]

Did you do resolve this?

[Vaijanath Sonvane]

Hi,

1. To record UCCX Agent calls, you need recording solution from third party vendor such as Calabrio, Verint etc.
2. For Agent Chat functionality, you need to deploy IM & Presence server. 

Only chat functionality was part of CAD software in earlier versions of UCCX. Recording always required separate recording solution.

[collinks2]

@Vaijanath Sonvane ,

can you help me to comment on this thread which i created?

https://community.cisco.com/t5/contact-center/web-chat-issues-between-uccx-and-ccp-12-5-1/m-p/4413138#M121008

[mumbles202]

I deployed IM+P recently but noticed that I don't have the option to set a Chat Server.  Is that restricted to a premium seat license (currently using Enchanced licenses)?

In UCCX 8.6 users were able to record directly from the Desktop Supervisor App.

[collinks2]

i think you need premium lic to able to use chat server