How to record calls with finesse

[Hythim Ali El Hadad]

Hi,

I have uccx 10.5 with Finesse

Silent monitoring is working fine but I need to ask for how to record agent calls using finesse ?

Thanks

Haitham

[Chris Deren · Accepted solution]

Unlike CAD call recording is not built in with Finesse, you will either need media sense or third party solution:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_010110.html#UCCX_TP_C23CDB38_00

from: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/design/guide/UCCX_BK_C2EB4F58_00_unified-cccx-design-guide-10-5/UCCX_BK_C2EB4F58_00_cisco-unified-contact-center-express-10-5_chapter_010.html

Recording

Cisco Finesse workflows can be used to record agent calls using Cisco Unified Communications Manager with Cisco MediaSense or Cisco Workforce Optimization.

from http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

Feature Differences between Cisco Finesse and Cisco Agent Desktop

Before making a decision for your desktop, it is important that you understand the differences in features for Cisco Finesse Desktop and Cisco Agent Desktop. Licensing for Cisco Finesse Desktop is available as a Unified CCX Enhanced or Premium agent seat license.

Some key features in Cisco Agent Desktop are not yet available in Cisco Finesse Desktop. These features include:

●   Email

●   Agent-to-agent chat

●   Some workflow events and actions

●   Blind transfer

●   Recent call list

●   On-demand call recording

[Hythim Ali El Hadad]

I need only to confirm that it need ms

but your answer is great as usual

thanks for your kind help