Take a look at Oreka on Soureforge. It's free, runs on Linux or Windows, and can be setup as a standalone unit. <br><br><a href="http://oreka.sourceforge.net/">http://oreka.sourceforge.net/</a><br><br><div class="gmail_quote">
On Tue, Dec 23, 2008 at 10:32 AM, Jason Aarons (US) <span dir="ltr"><<a href="mailto:jason.aarons@us.didata.com">jason.aarons@us.didata.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div link="blue" vlink="purple" lang="EN-US">
<div>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">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?</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">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.</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">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?</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">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.</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">Cisco Desktop Monitoring (with Cisco Agent Desktop)</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"><a href="http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml" target="_blank">http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml</a></span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">Cisco Unified Workforce Optimization 1.2 for Cisco Unified
Contact Center Express</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"><a href="http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483830.html" target="_blank">http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483830.html</a></span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">Witness</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"><a href="http://www.witness.com/content/Impact%20360%20IP%20Recording.pdf" target="_blank">http://www.witness.com/content/Impact%20360%20IP%20Recording.pdf</a></span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">Nice</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"><a href="http://www.nice.com/products/multimedia/nicelog_voip.php" target="_blank">http://www.nice.com/products/multimedia/nicelog_voip.php</a></span></p><div class="Ih2E3d">
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
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<p><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b>On
Behalf Of </b>Fried Michael<br>
<b>Sent:</b> Tuesday, December 23, 2008 9:09 AM<br>
<b>To:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b> [cisco-voip] Recording users in hunt group / call center</span></p>
</div>
</div>
<p> </p>
</div><p><span style="font-size: 10pt; color: blue;">Hello
all, some advice needed:</span> </p><div><div></div><div class="Wj3C7c">
<p><span style="font-size: 10pt;">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.</span></p>
<p><span style="font-size: 10pt;">Anyone
have any ideas or can recommend a solution?</span> </p>
<p><span style="font-size: 10pt;">Thank you
and happy holidays,</span> <br>
<span style="font-size: 10pt;">Mike</span> </p>
</div></div></div>
</div>
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