I have a customer that is inquiring about the ability of automatically pausing the recording of call center agent calls and resuming when they perform an action on their computer screen (their web-based client booking software launches a separate browser tab when being directed to the credit card input site at which point they want the call to pause recording for PCI compliance and then when closing it will resume). Their booking provider says that they have seen many other phone systems (such as Mitel, Panasonic, etc..) that they have integrated their solution with . . . all of which have some sort of middleware/rich client that runs on the call center agent's computer that monitors the status of such events and can initiate a call record pause/resume.
The customer has an Avaya IP Office V2, 9.0. with Voicemail Pro. Voicemail pro is configured for recording and we use ContactStore for recording archive. We are in the process of migrating away from Avaya CCR and ContactStore and have Xima Chronicall installed and working in parallel (which will ultimately replace CCR/Contact Store for everything).
The booking software representative says this is pretty standard stuff and that they do not develope this type of resident software agent.
I reached out to Avaya ATAC and they said their product"Avaya Workforce Optimization Select" is the only option. This would be a complete product in of itself and not looking for something like this. I researched through DevConnect and could not find anyone writing any programs/solutions for such a need and can not find anything.
Perhaps someone might know of a 3rd party solution that can perform this? Thank you in advance for any insight!
The customer has an Avaya IP Office V2, 9.0. with Voicemail Pro. Voicemail pro is configured for recording and we use ContactStore for recording archive. We are in the process of migrating away from Avaya CCR and ContactStore and have Xima Chronicall installed and working in parallel (which will ultimately replace CCR/Contact Store for everything).
The booking software representative says this is pretty standard stuff and that they do not develope this type of resident software agent.
I reached out to Avaya ATAC and they said their product"Avaya Workforce Optimization Select" is the only option. This would be a complete product in of itself and not looking for something like this. I researched through DevConnect and could not find anyone writing any programs/solutions for such a need and can not find anything.
Perhaps someone might know of a 3rd party solution that can perform this? Thank you in advance for any insight!