Recording of transfered calls.

[inter778]

Hi,

We are using Avaya Definity S8400 with Nice 8.90 and we are trying to send calls after working hours to number outside of the call center. The question is, is there a way that those calls can be recorded in NICE ?

P.S. For the moment the way of transfering calls is with route-to number in PBX

 

[blesio]

If you're transfering the calls outside of the PBX where Nice is located then how can you record the calls?

Well there are two ways

1. You can use an extension or several extensions if you have a lot of calls, those extensions could make conference calls (if those are possible) with the external number which you are redirecting to. Obviously you would have to record those extensions making the conference calls
2. You could use trunk-side recording and record a specific trunk group used to route the calls for example.

Generally trunkside is an easier way of achieving the thing that you need I guess.

 

[AlmostMe]

You may want to investigate the mix of Avaya EC500 with a CMAPI or DMCC logger.