Reocrd a Call on ACD calls

[cknipe]

I'm pretty sure since an acd call is technially an internal call that RAC will not work on that type of call. Is this correct? Can someone else confirm this?

This is the only thing I could find in the help file:

"The Record-a-Call feature preempts the ACD Silent Monitoring feature. Therefore, an ACD Supervisor cannot silent monitor an ACD Agent while a call is being recorded from the agent's extension.

 

[kwbMitel]

It is exactly as the manual states.

Recorded announcement can be used on an ACD set.

If recorded announcement is used, Silent monitoring cannot.

Concequence? An agent now has a simple and effective way of determining whether they are being monitored or not.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[LoopyLou]

it seems to suggest that Record A Call is available to an ACD agent but I have never tried it. We have always used an external recording solution due to the need to store backups and be able to search a database for a particular call.

 

[Mitelmike2010]

I recommend you also try and push an external voice recording solution such as VPI or ASC. These solutions offer much more than record a call type funtionality and if the customer is taking any sort of credit card payments then it is illegal to record the call with the mitel embedded recorder.

It does work on a ACD call however.

Best regards

 

[MitelAvaya]

I've just implemented RAC on 2 of our 3300's works quite nicely, recommend using the VM to email option in the agents login and deleting the original as it saves a bit on space.

 

[cknipe]

Ok I confirmed this with support on friday as well. I think my problem was that I have the mailbox associated with the telephone extension, not the acd extension. They told me to delete the mailbox on the telephone and create a mailbox that matches the acd agent id. Im going to try that out today, ill let you guys know how it works out.

 

[cknipe]

ok well turns out they were wrong on this one. It looks like all you need is the mailbox associated with the telephone extension not the agent ID.

 

[kwbMitel]

The mailbox must be associated with the Prime number of the set. I think you may have misunderstood support.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[LoopyLou]

So basically its standard record a call even if the set is ACD. Will only have an issue if the agents don't sit at the same phone each day.