Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Recording Calls
March 25, 2013
39
Recording Calls
You can use Supervisor Desktop to record, save, and play back ACD and non-ACD calls
handled by agents on your team.
handled by agents on your team.
NOTE: Your ability to record depends on what features are available
in your system. If recording is unavailable, the Start Record button on
the toolbar is disabled.
in your system. If recording is unavailable, the Start Record button on
the toolbar is disabled.
Multiple recordings can be in progress at the same time, although only one recording
can be made per agent at any one time. You use the Supervisor Record Viewer to
review recorded calls. You can use the Barge-In, Intercept, and Voice Monitor features
while recording.
can be made per agent at any one time. You use the Supervisor Record Viewer to
review recorded calls. You can use the Barge-In, Intercept, and Voice Monitor features
while recording.
When recording a call, keep in mind the following considerations.
■
The recording feature is not intended to record every call. It is an on-demand
solution only.
solution only.
■
When you select a specific call from the Team View pane to record, all voice
activity to and from that particular agent is recorded. The recording is not
limited to the call you selected. For instance, if the agent puts the selected
call on hold and switches to another call, both calls will be recorded.
activity to and from that particular agent is recorded. The recording is not
limited to the call you selected. For instance, if the agent puts the selected
call on hold and switches to another call, both calls will be recorded.
■
The recording will end when the selected call terminates, or when you
manually stop recording, whichever comes first.
manually stop recording, whichever comes first.
■
Agents can be configured so that they can start and stop recording calls.
However, agents cannot stop recordings started by supervisors. If an agent
attempts to do so, their Agent Desktop or IP Phone Agent interface indicates
that the recording is stopped. However, the recording is not stopped, and
Supervisor Desktop displays an icon indicating that recording is proceeding.
However, agents cannot stop recordings started by supervisors. If an agent
attempts to do so, their Agent Desktop or IP Phone Agent interface indicates
that the recording is stopped. However, the recording is not stopped, and
Supervisor Desktop displays an icon indicating that recording is proceeding.
■
You can stop a recording initiated by an agent.
■
If notification is off, agents have no way of knowing if you are recording their
calls. If an agent attempts to start recording a call that you are already
recording, the agent will see a recording icon on the call, although the agent is
not in control of the recording.
calls. If an agent attempts to start recording a call that you are already
recording, the agent will see a recording icon on the call, although the agent is
not in control of the recording.
■
When you or an agent record a call, a recording license is used. The license is
released when the recording stops. If all recording licenses are in use when
you attempt to start a recording, the recording will not start.
released when the recording stops. If all recording licenses are in use when
you attempt to start a recording, the recording will not start.
To record a call:
1. Choose the call you want to record from the Agents tree.
2. Click Start Record, or choose Intervention > Call/Agent Start Recording.