Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Recording Calls
November 2006
31
Recording Calls
You can use Supervisor Desktop to record, save, and play back calls handled by
agents on your team. Multiple recordings can be in progress at the same time,
although only one recording may be made per agent at any one time. You use the
Supervisor Record Viewer to review recorded calls.
agents on your team. Multiple recordings can be in progress at the same time,
although only one recording may 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:
■
The recording feature is not intended to record every call. It is an on-demand
solution only.
solution only.
■
Although you select a specific call from the Team View pane when recording,
you are actually recording all voice activity to and from that particular agent. It
is not limited to the call you selected. For instance, if the agent puts the
selected call on hold and switches to another call, the recording will record
both calls.
you are actually recording all voice activity to and from that particular agent. It
is not limited to the call you selected. For instance, if the agent puts the
selected call on hold and switches to another call, the recording will record
both calls.
■
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 may be configured so that they are allowed to start and stop
recording calls. However, an agent cannot stop a recording that you, as a
supervisor, started. If an agent attempts to do so, their Agent Desktop or IP
Phone Agent interface indicates the recording is stopped. However, the
recording is not stopped, and Supervisor Desktop displays an icon indicating
that recording is proceeding.
recording calls. However, an agent cannot stop a recording that you, as a
supervisor, started. If an agent attempts to do so, their Agent Desktop or IP
Phone Agent interface indicates 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.
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.
To record a call:
1. Choose the call you wish to record from the Agents tree.
2. Click the Start Record button, or choose Intervention > Call/Agent Start
Recording.
3. When you are finished, click the Stop Record button, or choose Intervention
> Call/Agent Stop Recording.