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

[Jason Aarons (US)]

I understood it requires span/rspan.

Sent from my Windows Mobile® phone.

-----Original Message-----
From: David Zhars <dzhars at gmail.com>
Sent: Saturday, December 27, 2008 11:33 AM
Cc: cisco-voip at puck.nether.net <cisco-voip at puck.nether.net>; Fried Michael <Fried at danfoss.com>
Subject: Re: [cisco-voip] Recording users in hunt group / call center

Take a  look at Oreka on Soureforge.  It's free, runs on Linux or Windows,
and can be setup as a standalone unit.

http://oreka.sourceforge.net/

On Tue, Dec 23, 2008 at 10:32 AM, Jason Aarons (US) <
jason.aarons at us.didata.com> wrote:

>  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_note09186a008075025a.shtml
>
>
>
> Cisco Unified Workforce Optimization 1.2 for Cisco Unified Contact Center
> Express
>
>
> http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/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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