Recording calls

[dennislyon]

Can anyone offer assistance in what I need to do to be able to record calls of our agents with customers?

 

[Utreg]

Try this thread in the Call Pilot section;

http://www.tek-tips.com/viewthread.cfm?qid=1395769&page=1

 

[captaingadget]

Depends whether the agents are IP or digital and whether you are wanting to do line side or agent side recording.

 

[DancingDave]

What are your requirements as this will dictate the solution?

Is it for compliance reasons only?
Do you need to archive calls to tape/SAN etc?
Do you want to evaluate the calls?
Do you need to capture intra-switch calls?
Do you have other sites that you need to record with the same platform?
Do you want to record screen activity?
What phone system are you using (TDM or IP)
Do you want to capture the agent (line-side recording) or customer experience (trunkside recording)?
Do you have an IVR that you also need to capture?
Do you need record on demand?
Do you need to monitor live calls?

There are a myriad of suppliers and ways of deploying, so the more you can explain what you're after the more appropriate the suggestions.

DD