Chapter 4 Features and Enhancements
Integrated Recording Feature
Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing parties. Integrated Recording is useful for quality assurance purposes to review a call for accuracy and content. For Sales Campaigns, you can use Integrated Recording to verify purchases. The recording can be archived and reviewed later.
Initially, Integrated Recording is available with the Wygant Encore recording and archival system.
The following are some of the benefits:
•Supports full recording for up to 192 agents.
•Records full duplex conversations of either the Agent and called party, or the Agent and conference parties.
•Allows continuous Integrated Recording even after the called party dis- connects. 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.
•Includes a 400MB RAM drive to temporarily house the recordings made by the TSP.
•Uses a SAMBA mount to a shared drive on a recording server (aka. Wyg- ant Encore system) that acts as the mechanism to transfer the locally stored recordings to the recording server.
•Includes a new daemon process called rec_watch.exe to monitor the state of the RAM drive, as well as the health and accessibility of the recording server.
See Also:
“Integrated Recording” on page 12-5
CPSEE_TSP500 User Guide | Version 4.0 | Page |
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