Yes it does require span/rspan. But setting that up is really fairly trivial.<br><br><div class="gmail_quote">On Sun, Dec 28, 2008 at 3:14 PM, 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;">I understood it requires span/rspan.<br>
<br>
Sent from my Windows Mobile® phone.<br>
<div><div></div><div class="Wj3C7c"><br>
-----Original Message-----<br>
From: David Zhars <<a href="mailto:dzhars@gmail.com">dzhars@gmail.com</a>><br>
Sent: Saturday, December 27, 2008 11:33 AM<br>
Cc: <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a> <<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>>; Fried Michael <<a href="mailto:Fried@danfoss.com">Fried@danfoss.com</a>><br>
Subject: Re: [cisco-voip] Recording users in hunt group / call center<br>
<br>
Take a look at Oreka on Soureforge. It's free, runs on Linux or Windows,<br>
and can be setup as a standalone unit.<br>
<br>
<a href="http://oreka.sourceforge.net/" target="_blank">http://oreka.sourceforge.net/</a><br>
<br>
On Tue, Dec 23, 2008 at 10:32 AM, Jason Aarons (US) <<br>
<a href="mailto:jason.aarons@us.didata.com">jason.aarons@us.didata.com</a>> wrote:<br>
<br>
> I'd be curious to find out more around the need to archive off to DVD and<br>
> review other requirements they may not have thought of. How are they<br>
> wanting to pluck the needle out of the haystack if they need to find a call<br>
> they want to listen to 6 months later, and what is their call volume? Are<br>
> they going to listen to every file on every DVD? That could take forever and<br>
> cost a lot of labor hours. How often do they expect to be able to find a<br>
> recording?<br>
><br>
><br>
><br>
> I would consider looking at Cisco Unified Workforce Optimization 1.2 for<br>
> Cisco Unified Contact Center Express/Nice/Witness due to their archiving<br>
> capability, if that is important to the customer.<br>
><br>
><br>
><br>
> Additionally some customers want both audio captures and PC screen captures<br>
> of what the agent was looking at on the PC screen. Did the Agent change a<br>
> balance he wasn't supposed to, or modify a customer record like he told the<br>
> customer he would?<br>
><br>
><br>
><br>
> UCCX has had Desktop Monitoring where Cisco Agent Desktop captures the<br>
> audio and sends it back to UCCX for the supervisor to listen/monitor.<br>
> However it's a applet like WordPad when it comes to archival and long term<br>
> storage/playback. I spoke with Nice/Witness at VoiceCon 2008/Orlando and<br>
> both said they can now work without setting up SPAN/RSPAN mirroring Cisco's<br>
> Desktop Monitoring.<br>
><br>
><br>
><br>
> Cisco Desktop Monitoring (with Cisco Agent Desktop)<br>
><br>
><br>
> <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><br>
><br>
><br>
><br>
> Cisco Unified Workforce Optimization 1.2 for Cisco Unified Contact Center<br>
> Express<br>
><br>
><br>
> <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><br>
><br>
><br>
><br>
> Witness<br>
><br>
> <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><br>
><br>
><br>
><br>
> Nice<br>
><br>
> <a href="http://www.nice.com/products/multimedia/nicelog_voip.php" target="_blank">http://www.nice.com/products/multimedia/nicelog_voip.php</a><br>
><br>
><br>
><br>
><br>
><br>
> *From:* <a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a> [mailto:<br>
> <a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a>] *On Behalf Of *Fried Michael<br>
> *Sent:* Tuesday, December 23, 2008 9:09 AM<br>
> *To:* <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
> *Subject:* [cisco-voip] Recording users in hunt group / call center<br>
><br>
><br>
><br>
> Hello all, some advice needed:<br>
><br>
> We have a group of 7 that sit in a customer facing call center (currently<br>
> just run as a hunt group). We need to record all of their calls and archive<br>
> off to CD after 2 weeks. Cisco tells me to turn them into a call center<br>
> under contact center express, problem being that my IPCC server sits across<br>
> the WAN from the users and it seems to me that each call would have to<br>
> stream across the WAN for recording.<br>
><br>
> Anyone have any ideas or can recommend a solution?<br>
><br>
> Thank you and happy holidays,<br>
> Mike<br>
><br>
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