WFO On Demand Recording

[donmitswv]

I have deployed Cisco WFO 8.5.2 into my UCCX environment for always on recording of agents. I have added CR licenses to allow recording from non agents but what I cannot figure out for the life of me is how to configure them to record on demand instead of always on. The documentation is so sparse on this Im begining to wonder if its even possible. In the setup guide it states:

Don't Record: Use this option if you want agents to selectively tag calls for recording using the Tag command.

however, I cannot find a "tag" command to assign to CR licensed users nor can I find how a CR user would initiate this Tag to mark the call to be saved.

The Calabrio Guide talks about an add on product for recording controls, is this required or even available for Cisco WFO as well?

Thanks,

Don Mynes

[Graham Old · Accepted solution]

You would have to write some software to do that.

This is the link to the document that defines the information.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/reference/guide/qm852-CAD-integration-programmers-guide-cisco.pdf

However Calabrio have some software that will do that for you. To Quote:

Calabrio Recording Controls are Web browser and IP Phone applications which can control telephony recording by the Calabrio Call Recording and Quality Management and Cisco Quality Management product. The Calabrio Recording Controls software allows you to start, stop, pause, tag and add metadata to recorded calls. This capability is used to create a “record on demand” environment for agent or knowledge worker recorded users.

Calabrio Recording Controls is a separate add on application for the Calabrio Call Recording and Quality Management and Cisco Quality Management product.

Go to http://portal.calabrio.com

I am not sure if you will be able to download the software as it says, this software is available for download by all partners and by Calabrio Enterprise customers with an active Gold or Platinum support contract.

Graham