Contact recorder Help

[robakabobbo]

Greetings, We had a request to view outbound calls on our call recorder through the contact center. We picked several days, and we showed no outbound calls. We know this isn't possible. Where would someone check to verify that outbound calls, or even all calls are being recorded. We are running 9.1.9

 

[janni78]

Are you using a Topic for your outbound calls and have you set that to record calls?

"Trying is the first step to failure..." - Homer

 

[robakabobbo]

should be just an extension

 

[janni78]

Are you using IPOCC or just IP Office huntgroups?

If you're using IPOCC you should setup recording in IPOCC, if you don't use IPOCC you setup outgoing recording on the Users Voice Recording tab.

If calls are recorded and stored properly they would show up in Contact Recorder.

"Trying is the first step to failure..." - Homer

 

[robakabobbo]

We are using IPOCC for topic calls. They, from their personal lines/extension call out to whoever. When I go to the contact recorder and select outbound calls. Nothing shows up.

 

[janni78]

They should call out from IPOCC and preferably select a Topic for outgoing calls, that way you'll get the statistics, can set CLI for the call and set recording based on the Topic.

"Trying is the first step to failure..." - Homer

 

[robakabobbo]

I was able to resolve in the IPO.

Manager-voice recording go to destination change to voice recording library Outbound to on. We were unaware of this feature and that it wasn't turned on. Thank you for your help.

 

[dbuxton101]

The correct way to resolve it is to set the VMProRec tag to 'Apply, where applicable overwrite' and ensure that agents are dialing out using the UI dialpad with a Topic selected and ACD call ticked