Hi,
The supervisor can record the call from supervisor Desktop. The call recording is available in IPCC Enhanced, not available in Remote and Standard
Supervisor Desktop.
Refer the below Cisco Supervisor Desktop User Guide 3.1 for Recording a Call
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/deskug.pdf
Call recording can also be started by the agent desktop if configuration is done with Desktop Administrator to set up Utility Action buttons.
You can create a workflow that is triggered on the Answered event. The event can be set to trigger the "Start Recording" Utility Action.
Obviously you will be restricted to the number of simultaneous recordings that you are licensed for. If you have 10 Agents, you must have 10 recording licenses. In addition there is a hard max limit of 32
for a 7845 and 16 for all other servers.
If that isn't sufficient capacity, you may want to contact Product Management for possible alternatives
Take a look at the below doc which describes how to set up a utility action for recording.
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/adguide.pdf
Hope this helps.
Regards
Venkat
