[cisco-voip] Recording users in hunt group / call center

[Jason Aarons (US)]

I'd be curious to find out more around the need to archive off to DVD
and review other requirements they may not have thought of.  How are
they wanting to pluck the needle out of the haystack if they need to
find a call they want to listen to 6 months later, and what is their
call volume? Are they going to listen to every file on every DVD? That
could take forever and cost a lot of labor hours.  How often do they
expect to be able to find a recording?

 

I would consider looking at Cisco Unified Workforce Optimization 1.2 for
Cisco Unified Contact Center Express/Nice/Witness due to their archiving
capability, if that is important to the customer.

 

Additionally some customers want both audio captures and PC screen
captures of what the agent was looking at on the PC screen.  Did the
Agent change a balance he wasn't supposed to, or modify a customer
record like he told the customer he would?

 

UCCX has had Desktop Monitoring where Cisco Agent Desktop captures the
audio and sends it back to UCCX for the supervisor to listen/monitor.
However it's a applet like WordPad when it comes to archival and long
term storage/playback.  I spoke with Nice/Witness at VoiceCon
2008/Orlando and both said they can now work without setting up
SPAN/RSPAN mirroring Cisco's Desktop Monitoring.

 

Cisco Desktop Monitoring (with Cisco Agent Desktop)

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_not
e09186a008075025a.shtml

 

Cisco Unified Workforce Optimization 1.2 for Cisco Unified Contact
Center Express

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps184
6/data_sheet_c78-483830.html

 

Witness

http://www.witness.com/content/Impact%20360%20IP%20Recording.pdf

 

Nice

http://www.nice.com/products/multimedia/nicelog_voip.php

 

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Fried Michael
Sent: Tuesday, December 23, 2008 9:09 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Recording users in hunt group / call center

 

Hello all, some advice needed: 

We have a group of 7 that sit in a customer facing call center
(currently just run as a hunt group).  We need to record all of their
calls and archive off to CD after 2 weeks.  Cisco tells me to turn them
into a call center under contact center express, problem being that my
IPCC server sits across the WAN from the users and it seems to me that
each call would have to stream across the WAN for recording.

Anyone have any ideas or can recommend a solution? 

Thank you and happy holidays, 
Mike 




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