Recording a Monitored Call

[fnewtz]

Is there a way that a manager can initiate the recording of a call that he is monitoring at the time?

I have the managers manual and looked through there, but I did not find anything.

Thanks,

Fred

[Op3r]

Nope. Unless the call is recorded via the dial plan or via the softphone.

if you want to record your monitored calls u can do so via using the record button of your softphone. I think thats the only way to record it.

[fnewtz]

We are using Polycom's for our phones.

I am surprised that feature is not available really. Maybe we will have to get it developed.

Thanks,

Fred

[Op3r]

actually vicidial already record the calls.

you can just make a note of it and like pull up that certain recording.

but there's no way yet to record part of the monitored calls.

[mflorell]

I have had a couple people this week request the ability to change an agent's session to ALL_FORCE just for a session on the fly. This should not be that difficult to do, it will just take time to change the vicidial.php code and the timeonVDAD code to allow it to work.

[fnewtz]

This is fairly basic call QA stuff. Training purposes or whatever. It is easier to go over a call with an agent and tell them what they did right or wrong when you can actually play back what they were both (Client and Agent obviously) saying.

I think it is a pretty standard feature and would really like to see it added. I guess the question is what is the best way to make it possible to start forcing the recording. My guys want to be running around with a wireless headset on and be able to push a few buttons to make it happen. Beggars can't be choosers obviously. We will see what happens. Depending on how much they want it and how well our center is doing over the next month or so we might make it happen and if so of course we will be glad to give the code back to you guys to go over.

Thanks,

Fred

[mflorell]

It is very unlikely that a manager would be able to press a few buttons on their phone and start recording for a session. But, There is a very good possibility that we will be adding this to the timeonVDADall page.

If you want recordings that frequently, you should consider just recording all calls, then you can always bring up any call any time you want.

[fnewtz]

I think that we just have lazy managers really. I think that that addition is a great idea though and would be happy to be able to do it from anywhere.

Thanks for all your hard work on this application. I know that personally I do appreciate it.

Thanks,

Fred