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RECORDING IN PROGRESS- EMAIL/BPEM

  • 1.  RECORDING IN PROGRESS- EMAIL/BPEM

    Posted 26 days ago
    Hi all,

    I facing issue with Pureconnect recording.I have enabled Pro-Active recording.

    I want to record call starting from IVR. But email and BPEM should be recorded only after connecting with Agent.But in my environment- I could see everything as in Progress of recording.

    Issue here is those were EMail media type which may even stay in queue for one week or more.Hence i dont want this recording also to be in progress for all time.

    I want to initiate email recording only connected with Agent.Kindly assist here.

    #AskMeAnything(AMA)
    #DigitalChannels

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    Thanks,
    Gopal
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  • 2.  RE: RECORDING IN PROGRESS- EMAIL/BPEM

    GCAP Member
    Posted 26 days ago
    Hi Gopal,


    Pro-active recording is set on the lines, so e-mail would not be affected by that. That being said i do have 2 questions

     1 - how does the e-mail get to your Queue, are you using the Attendant or do you have a workgroup setup to watch an e-mail box?
     2 - where are you seeing these in progress of recording?

    Thank you,
     Scott

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    Scott Williams
    Missouri Higher Education Loan Authority
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