Anyway to Record a softphone in a stationside enviornment?

[RVelle]

We want to be able to do a proof of concept in our Call Centers, currently using Verint v10 for Digital Recording with an S8700 CM2 on one end, and G3Rv11 on the other.

Everything today is wired up (stationside recording w about 800 agents), but for this proof of concept I need to see if there is a way to get 2-4 agents setup to be able to record while they would be utlizing IP Agent from home within the existing stationside configuration.

Anyone have any suggestions, or workarounds to temporarily acomplish this?

We know we would need to get into a full blown CMAPI enviornment if/when we move to production, but for now I need a way to test it out with a couple of agents.

Thanks in advance.

RVelle

 

[RVelle]

bump

 

[jfh9219]

Just for proof of concept:

Telecommuting mode? Create a trunk group of analog business lines. Set these up to be recorded. Program the switch to call the IP Agent's designated number using the recorded trunk group (ARS Analysis/Route Patterns). You could create multiple trunk groups if you want one-to-one relationship with recorded trunks and agents.

Road warrior mode? Do it backwards. Each IP Agent gets their own incoming trunk to select via phone number.

Don't know much about Verint recording. We use NICE (more money than sense). So I don't know how easy/difficult to record an analog trunk. On NICE with an analog recorder you would have to have a circuit to strip the voltage off the trunk.

 

[RVelle]

jfh9219,

Thanks for the suggestion, if we move from proof of concept to prod, we will need to purchase seperate Verint hardware (Voice Acquistion Modules) that will work with CMAPI to be able to record Trunkside. Right now we only have the VAMs that work stationside though, so I am still trying to figure out how I can get a softphone (IP Agent) to record.

We would be looking to do Telecommuting mode (and Verint is about the same $$$ as NICE, with just as many if not MORE probs (particularly with v10), but its the beast we know...lol)