Call center and call record

[silver987]

I have searched the manual and can find very little on the "call record" feature. does anyone know, can a supervisor using the call center option, "silent monitor" use the call record feature on his phone? I have a call center that wants to install the Call Pilot and record agents for training purposes.
Any thoughts appreciated.

Wayne T

 

[norstarboy125]

Well you have several ways to record calls, some of which can be done without adding additional equipment. You have feature 989 which records the call to the users mailbox, you have a recording keycode that you can install which allows you to send the recordings to a server/email address. There is also a new recording feature on 6.0 that provides a start and stop code. I believe it's features 995 and 996 but don't hold me to it, I personally have never used this last method but I seen the codes numerous times.

Charm City Communications

http://www.charmcitycommunications.com

 

[exsmogger]

I'm thinking the silent monitor scenario using F989 (call record) should work, but I think this will also insert a recording tone on the live call which would defeat the purpose of silent monitoring.

Silent monitoring can only be used on calls directed to hunt groups, so wouldn't this take the call center out of the loop?

The trainee could invoke F989, record the calls in their mailbox and then copy them to the supervisor's mailbox. Not a very clean solution.

Brian Cox
Georgia Telephone

http://Georgia-Telephone.com

http://www.linkedin.com/in/briancox1952