UCCX: Automatic Recording

[krishnamurthy.mh]

Hi,

Running UCCX 8.5.1 in HA mode.

The Supervisor can manually record the agent conversation from supervisor desktop. Is it possible to record all agent conversation or on a  CSQ  automatically ?

Please let me know...

Thanks & Regards,

Krishna

[Yue bun Yuen]

Hi Anchoudh,

May I say that when a hard agent phone with a CAD running under Citrix, the UCCX recording feature is not supported.

regards,

Benny

[anchoudh]

Hi Benny,

If you are running Cad Agent on citrix server the only option you have
to monitor/Record them is span Based monitoring. 

Please dont forget to click on the stras below each of the helpful posts by clicking
on the stras below each of the right answers and mark it as answered accordingly.

Thanks,
Anand

[Yue bun Yuen]

Hi Anchoudh,

  Yes, I believe span base monitoring is requested for CAD agent on Cirtrix server.

  It means that there is no way for me using the existing add on recording feature on UCCX server verion 8. I need to use other recording server like CR, QM or NICE Logger etc.

regards,

Benny Yuen

[anchoudh]

Hi Benny Yuen,

You are right, you need to go for CR , QM\AQM , WFM (screen recording)...etc for complete recording solution.

I hope I have answered your queries pertaining to UCCX recording, in rewards I would expect some stars for each of the right answers, you can simply click on the stars below each of the helpful posts and mark them answered accordingly .

Thanks and have a nice day.

Regards,

Anand