As you probably have found out, there is no ad-hoc recording for agents. Business users can, but not agents on ACD call. You have to have a policy for that. Now, if you want to count on your agents, you could have a wrap-up code associated with a recording policy that could set the retention for that call. Now, that only works for calls through an external trunk (at least until we get station-side recording policies), so if the two are internal, you are out of luck unless you have one call "into" the bank through an outside line (calling a DID on GC won't do it as it will still be considered internal). If you do want a policy to record the business user, you have to specify users individually in the policy or by team.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-09-2023 19:01
From: Ismael Venturi
Subject: Record agent-initiated call
Hi there,
We need to record a call initiated on demand by an agent.
This call is initiated by the agent with the purpose of recording the conversation of 2 people (agent - client), the scenario occurs within a bank agency where the conversation of the 2 people must be captured by means of a microphone.
* The agent in this case is a bank official who attends the platform (he has a desk and computer for his attention)
all customer banking inquiries.
What way do you suggest me to carry out this scenario?
#recording
#telephony
-------------------
Ismael Venturi
-------------------
#QualityManagement
------------------------------
Ismael Venturi
Sixbell Peru S.A.C
------------------------------