[cisco-voip] Exempt Gov't calls from recording?

[Ben Amick]

We use QM for recording. Currently, all of our callcenter agents have a second line that is not their UCCX extension that is part of a hunt group (which I've discovered is a very unsupported deployment) to which calls from the government that come in through a specific UCCX queue are redirected to. As you can imagine, this causes issues of its own (particularly in managing the not-ready status of associates, since they have to use that to stop getting queue calls when a gov't call comes in)

I've heard wonderings that it may be possible to eliminate this design entirely, and just exempt the calls from being recorded? The perfect end-goal would be to eliminate the second extension entirely, or at least eliminate the hunt lists to be able to receive all the Gov't calls through agent. We use automatic recording, so by default all calls are recorded, but we already use an exemption rule to block the non-IPCC ext ranges from being recorded. Would it exempt the gov't calls from recording just by adding the UCCX trigger(s) for the Gov't lines to the exemption list? Or if that is not an option, if we had a list of all the gov't offices we send and receive calls from, could we add those numbers to the exemption list to specifically exempt them from recording?

Ben Amick
Telecom Analyst



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