What is the best way to implement a voice recording warning to callers.

[Knightvoice_2]

  Hi,

We have a few users that are being recorded using a callrex recorder. We need to warn callers they will be recorded. What is the best way to go about this? We are running CUCM 7.1 and UCX 7.1. Would we need to implement an IVR solution or a UCCX solution?

Thanks!

[anchoudh]

Hi,

If its just playing the prompts to the callers (Recording warnings) than IVR is the solution, if you need contact center solution involving the intelligent Call Routing to Agents than UCCX is the option for you.

Please also note that the UCCX has the inbuilt IPIVR in it.

You can refer the below UCCX data sheets for more information.

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483369.html

Hope it helps.

Anand

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[Knightvoice_2]

Thanks Anand!

Is ther any other way to do this say by using a call handler that you may know of. Is IVR a software package that has to be purchased or is installing UCCX the only way to get it? I believe we have 5 free licenses from our enterprise installation

Thanks!

[anchoudh]

Hi,

Yes you can use the 5 free seat bundle (it's a UCCX Enhance license) to use it as IVR, but you need the supported hardware to install this UCCX \ IVR.

Please check the below comp matrix on the supported hardwares.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Hope this helps.

Anand

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[Rob Huffman]

Hi there,

I'll just add another reference to the good notes from Anand (+5 )

Let's say one of the phones/numbers that is being recorded was 7729. If you took

7729 and made it a CTI-RP with CFWD all to voicemail, you could create a Call handler

for 7729 with the "Call is being recorded" message script you need. You could then

use the "After Greeting" action on the active Greeting page to route the call to the

number you used to replace 7729 on the phone.

Just a thought

Cheers!

Rob

"May your heart always be joyful
May your song always be sung" - Bob Dylan

[Knightvoice_2]

Rob,

The issue with your solution is the following. The number is a main number so it will be shared amongst users. SO the call comes in on the main number which I made a CTI-RP and fwd'd to vm. I cannot transfer to a specific user it must go back to the main number on all of the phones. The system will not let me do this because im using the number as a RP. Is there a way around this?

[Rob Huffman · Accepted solution]

Hi there,

If you pulled the "main" number off the phones then you would have

to replace it with a new "hidden" main number. Just transfer to the new

main number using the After greeting Action or route to a second Call

Handler with no Greeting recorded and use the transfer setting.

So, you would need to do a few steps here let's say the main

number is currently 7777 and it's on 8 phones;

- you would need to pick a new number, let's say 8456

- go to the 8 phones and replace 7777 with 8456

- create CTI-RP with 7777 CFWDALL to voicemail

- if 7777 had a VM box change it to 8456

- create a new Call Handler @ 7777

- record Greeting (I would use Alternate) with Legal recording text

- use the After greeting Action to route to 8456 or if 8456 has

no "user with mailbox" to route calls to use the second call handler

with the transfer setting to go to 8456.

I hope I'm understanding your requirements here.

Cheers!

Rob

"May your heart always be joyful
May your song always be sung" - Bob Dylan