05-10-2015 02:07 AM - edited 03-17-2019 02:56 AM
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
Solved! Go to Solution.
05-10-2015 07:34 AM
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
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:
● Agent-to-agent chat
● Some workflow events and actions
● Blind transfer
● Recent call list
● On-demand call recording
05-10-2015 07:34 AM
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
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:
● Agent-to-agent chat
● Some workflow events and actions
● Blind transfer
● Recent call list
● On-demand call recording
05-10-2015 08:32 AM
I need only to confirm that it need ms
but your answer is great as usual
thanks for your kind help
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