Malicious Call Trace Question

[avgindyguy]

Good Day. I have a group of users, internal helpdesk center, that would like to record callers that are basically rude. I could simply install a phone at the supervisors cubicle, attach a recorder and let them use service observe. This would work but is not very effective. Rather what I would like to do is install the MCT feature if possible. Anyone ever done this? We do not want the recording to go to a standard tape recorder, rather to a PC running some sort of recording software. Anyone recommend a good cheap recording software that can handle this? I know there are some out there now that use the modem on the PC to record calls, however I am not sure they would work for MCT. All users should have the ability to start the recording at anytime if needed.

 

[AvayaDude]

I have done this in my previous job. Simply program a MCT-ACT button on your agents phones.Cannot be soft menu, must be a physical button. Program a MCT-Contr on your supervisors phones..I used a tape recorder that was voice activated.When an agent received a bad phone call, he/she simply pressed the MCT-ACT button and it would turn on the tape recorder. The tape recorder used an AUX port. Hope this helps.

 

[ReallyRotten]

Your recording software question: we use ReCall Pro, which you can find at

http://www.sagebrush.com/recpro.htm.

You can download a 30 day free trial to test out. It works well for our MCT set up, if you have any other questions, I'm on MSN messenger my alias is Scooby Doo.