Calls only recorded for inbound

[KillianK]

Hi All,

I am new to this forum and i would like to have some support from you all.

I have agents who are only been recored for inbound calls?

NICE is set to record all calls, but for only 7 agents NICE does not record all calls? Is there a limit for recording all calls, say 100 calls or something? The phone system is a Nortel Option 81c?

I would be very grateful for some feedback,

Thanks,

Killian

 

[Toni269]

If you setup your NICE logger in "Total Recording" mode it will record all calls. I have my extenstions hard-wired to the NICE logger and all calls, inbound, outbound, internal, and even dead air (anytime the phone is off hook) is recorded.

It sounds like you setup your logger on the trunk side - if you have the controlls or software scheduler, you probably have the ability to turn on outbound call recording, unless your trunk is inbound only.

When recording calls make sure you are complying with the laws by either notifying them that the call is being recorded or inserting a "beep" tone.

 

[biglebowski]

Are you using Universe QA if so you could have scheduled recording enabled. can you post the full spec of your system i.e type of loggers, CLS etc.

Are you suggesting coconuts migrate?