Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Agent Desktop User Guide

48

December 4, 2012

Using Recording

You can record calls if you are set up to do so by your administrator and if you are 
using the Enhanced or Premium version of Agent Desktop. The administrator 
customizes your toolbar with two task buttons: one starts recording and the other 
stops recording. 

NOTE:  The default task buttons are green circles with numbers inside 
them (for example, 

). Using them on the Agent Desktop toolbar is 

optional. Your administrator might choose to use other buttons for the 
recording function.

When you are recording a call, the icon next to the call information in the Call Activity 
pane changes from the Talking icon (

) to the Recording icon (

) (

). 

When recording a call, keep in mind the following:

■

The recording starts when you are connected to a customer call and you click 
the Start Recording button.

■

The recording ends automatically when the call terminates, or when you click 
the Stop Recording button, whichever comes first.

■

You cannot use the Stop Recording button to stop a recording that your 
supervisor started. If you do click Stop Recording in this situation, the 
recording icon will disappear from the Call Activity pane, but the call will still 
be recorded until your supervisor stops it.

■

Your supervisor can stop a recording that you started.

■

Only your supervisor can play back recordings that you make. 

Figure 19. 

Recording a call

Recording 

icon

In this instance of Agent Desktop, custom icons, not the default 

task buttons, are used to start and stop recording.