05-06-2018 11:18 AM - edited 03-14-2019 06:10 PM
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
05-07-2018 05:46 AM
CCX does not have any call recording capabilities built in, you need another product such as Quality Management (AQM), or another vendor.
05-08-2018 12:59 AM
Hi Chris
thank you. So via uccx we can’t tell the recorder to record or not know?
05-08-2018 05:37 AM
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.
05-08-2018 06:56 AM
Hi Chris,
Thank you so much :)
05-10-2018 01:25 PM
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
05-11-2018 01:13 PM
Hi - You can try using finesse workflow
http://benmorgan.com.au/blog/finesse-call-recording-with-cisco-medisense-11/
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: