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UCCX: Script choose to record or not record the call by the caller

shiblyibrahim
Level 3
Level 3

Hey,

I need some advice if this is possible:

So when a user calls the IVR, we have to give the user the option of 

1) If they will like their call recorded

2) If they will like their call not recorded

 

I have been tingling but unable to understand if this is possible?

 

Hope someone can advice me. This is a UCCX solution

Please rate the post Shibly Ibrahim
6 Replies 6

Chris Deren
Hall of Fame
Hall of Fame

CCX does not have any call recording capabilities built in, you need another product such as Quality Management (AQM), or another vendor.

Hi Chris 

thank you. So via uccx we can’t tell the recorder to record or not know?

Please rate the post Shibly Ibrahim

CCX could interact with external application via REST API, etc.  to accomplish something like this assuming the recording application can do that too. You would need to discuss such capabilities with the recording application vendor.

Hi Chris,

Thank you so much :)

Please rate the post Shibly Ibrahim

If you are using the Cisco CR/Calabrio CR call recording there is a recording API command to delete a recording.

I would set up the agent to record normally then delete the recording if the caller does not wish to be recorded.

If everything is AD integrated including the Calabrio then the Agent ID is the Calabrio ID.

Do you need more detailed help on how to do this?

Graham

Hi - You can try using finesse workflow 

 

http://benmorgan.com.au/blog/finesse-call-recording-with-cisco-medisense-11/

 

 

SIVANESAN R
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