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

[lelio at uoguelph.ca]

You can also check out Eventide. They sell a recording solution which  
uses voip gateways. Install the gateways at the remote switchstack and  
they send the streams to the base unit.

Lelio Fulgenzi, Senior Analyst
Computing & Communications
University of Guelph
519-824-4120 x56354

...sent from my iPod - please pardon my fat fingers ;)

[XKJ2000]

On Dec 28, 2008, at 3:14 PM, "Jason Aarons (US)" <jason.aarons at us.didata.com 
 > wrote:

> 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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