Unified Contact Center Express: Configure an Agent to be Automatically Recorded in Cisco Agent Dektop

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Updated:March 22, 2010

Document ID:111873

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Introduction

Prerequisites

Requirements

Components Used

Conventions

Main Task

Task

Step-by-Step Instructions

Verify

Troubleshoot

Related Information

Introduction

This document explains the procedure to configure an agent to be automatically recorded in Cisco Agent Desktop.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document is not restricted to specific software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

From the UCCX server, choose Start > Programs > Cisco > Desktop > Admin, and launch Cisco Desktop Administrator.
Select your call center, and expand the Work Flow Configuration.
Select Work Flow Groups, choose File from the top of the screen, and click New.
Enter the Work Flow Group Name, such as Auto Record.
Once the Auto Record Work Flow Group is created, expand the Auto Record Work Flow Group, and expand CAD Agent.
Select Voice Contact Work Flows.

A window displays to the right.
Click Add.

You are prompted for the name.
Enter the name of your choice, such as Auto Record, and click OK.

The Edit Voice Contact Classification screen appears with the default inbound calls in the drop-down menu.
Select the Edit radio button for the Data Field Conditions, select Is Not Empty, and click OK.
Accept the Any Condition is True default option for the Execute Actions When section, and click OK.

The Voice Contact Work Flow - Auto Record window appears.
For Events, select Answered, and select New under Rules (of current Event).

You are prompted for the name of the rule.
Enter a name of your choice, such as Start recording on Answer, and click OK.
Click Add under the Actions (of current Rule) section.

A box displays.
Click the Utility Action tab, and click New.

You are prompted for the Action Name.
Enter a name of your choice, such as Start recording on Answer.
Choose Record from the Action Type drop-down menu, choose Start from the Action drop-down window, and click OK.
Click the Add Action button.

You can now see your Answered Event, the Start Recording on Answer Rules and the Start Recording on Answer Actions.
Select the top Edit radio button under the Current Rule Conditions, select Is Not Empty, and click OK.

The Enable Rule check box is automatically checked.
Click Apply, and the rule and event are saved.

You are returned to the screen for step 7.
Select the Voice Contact Work Flow that you created in step 7, and click Edit to add the stop recording event and corresponding rules.
Repeat steps 8-20 in order to add the stop recording rule. Keep in mind that for step 12, you perform the Dropped event configuration instead of Answered event.
Finally, add the agent you want to monitor to the work flow group through Cisco Desktop Admin.