Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Recording Calls
July 2008
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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. You can use the Barge-In,
Intercept, and Voice Monitor features while recording.
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 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 may 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 wish to record from the Agents tree.
2. Click Start Record, or choose Intervention > Call/Agent Start Recording.
3. When you are finished, click Stop Record, or choose Intervention > Call/Agent
Stop Recording. The call is archived to the Recording service database, where
it is automatically saved for seven days.
it is automatically saved for seven days.
NOTE: If you want to save the recording for a longer period, you may
do so for up to 30 days, after which it is deleted. For more information
on playing and saving recordings, see
do so for up to 30 days, after which it is deleted. For more information
on playing and saving recordings, see
.