Hi Trish,
Maybe this might be helpful? We had to integrate a listen to recordings functionality and the customer did not wanted the agents having access to client to be able to pull up random recordings, they only should have access to recordings in the CRM customer pages. So we had a solution build for them.
Starting from SU8, a new QualityManagement namespace is available in IceLib allowing to download decrypted recordings. Neither the recorder client (nor a license) will be required, instead the Interaction Voicemail Player will be used to play the recording either via speakers, headset or on the user’s phone. Recording are decrypted by the ININ.ListenRecordingListener.exe application (IceLib does it automatically). The file is temporarily stored in the user’s temp folder (Read/write rights required on this folder) and deleted after the application is closed. This application is responsible for launching the default wav file player (Interaction Voicemail Player).
There was an add on developped in the client that allows the agent to click on a link in the CRM screen for a previous recording and then the recording would play. Limitation is that the recordings cannot be encrypted.
I hope this was helpfull information for you.