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

[David Zhars]

Yes it does require span/rspan.  But setting that up is really fairly
trivial.

On Sun, 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(R) 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
> >
> > ------------------------------
> >
> > * Disclaimer: This e-mail communication and any attachments may contain
> > confidential and privileged information and is for use by the designated
> > addressee(s) named above only. If you are not the intended addressee, you
> > are hereby notified that you have received this communication in error
> and
> > that any use or reproduction of this email or its contents is strictly
> > prohibited and may be unlawful. If you have received this communication
> in
> > error, please notify us immediately by replying to this message and
> deleting
> > it from your computer. Thank you. *
> >
> > _______________________________________________
> > cisco-voip mailing list
> > cisco-voip at puck.nether.net
> > https://puck.nether.net/mailman/listinfo/cisco-voip
> >
> >
>
> -----------------------------------------
> Disclaimer:
>
> This e-mail communication and any attachments may contain
> confidential and privileged information and is for use by the
> designated addressee(s) named above only.  If you are not the
> intended addressee, you are hereby notified that you have received
> this communication in error and that any use or reproduction of
> this email or its contents is strictly prohibited and may be
> unlawful.  If you have received this communication in error, please
> notify us immediately by replying to this message and deleting it
> from your computer. Thank you.
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20081230/d3cce86b/attachment-0001.html>