Recording Calls

[MitelAvaya]

I'm looking to setup call recording for just ACD agents for general monitoring of calls and training purposes.

Looking through the help file, looks nice and easy to implement. But have a couple of questions on the final implemtation.

Is there a way of changing how the recorded message is delivered? Needs to be to a team leader, rather than that agents mailbox/email.

Are there any other considerations such as Legal matters & Data Protection?

All our IQ flows already tell the users we will be monitoring/recording calls, will that be enough?

 

[kwbMitel]

You can change the email where it forwards to but the supervisor would get copies of all messages, not just the recorded ones.

You could try setting up Email Rules on the Exchange but I don't know if the attachment has a definable syntax to set the rule against.

The "Legalities" vary but for your purpose and application you would be covered by the announcement. If you want to be absolutely sure, then instruct the agents to repeat the advisement once recording commences and have their advisement recorded as part of the message. This method will cover every legality I know of.

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