Appendix 12 Integrated Recording
Introduction
Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing parties. The recording can have different uses, depending upon the needs of the business customer.
One way to use Integrated Recording is for quality assurance purposes. A Supervisor may want to review the call to ensure that the Agent is working with a provided script or to review the contact conversation for feedback, for example.
Another common use of Integrated Recording is sales validation. The record- ing can be archived and reviewed later if there was a dispute on a purchase or if there are inconsistencies in the order.
Recording of the Agent can continue even after the called party has discon- nected. Occasionally, this may be necessary to comply with contractual or legal requirements that direct the Agent to read a statement or script, even if the called party hanged up.
The TSP500 has Integrated Recording capability for up to 192 simultaneous conversations. Each conversation will result in a single file of merged audio, including the agent and the other party that the agent is connected to (called party or conference), that transfers to a remote archive server.
See Also:
“Integrated Recording Feature” on page 4-5
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