Automatic Call Recording Operation for Cisco Unified Contact Center Express Enhanced

D.

On-demand recording of active agent calls, available in Enhanced and Premium versions, improves customer service and encourages appropriate and consistent agent behavior and it is a feature of Cisco Agent Desktop.

The correct answer to this question is D. Configure the Cisco Agent Desktop workflow to trigger recording.

Cisco Unified Contact Center Express (UCCX) is a customer interaction solution that enables companies to manage inbound and outbound customer communication channels, such as phone, email, chat, and social media. UCCX provides various features, including call recording, which allows companies to record and store calls for quality assurance, compliance, and training purposes.

In the Enhanced version of UCCX, call recording is supported, and there are several ways to trigger call recording, including:

A. Instruct agents to use the Record button on Cisco IPPA to trigger recording. This option requires agents to manually initiate call recording by clicking the Record button on their Cisco IP Phone Agent (IPPA) desktop application. This approach may not be practical if the company wants to ensure that all selected calls are recorded automatically without relying on agents to remember to click the Record button.

B. Instruct supervisors to use the Record button on Cisco Agent Desktop to trigger recording. This option requires supervisors to manually initiate call recording by clicking the Record button on their Cisco Agent Desktop application. This approach may not be practical if the company wants to ensure that all selected calls are recorded automatically without relying on supervisors to remember to click the Record button.

C. Instruct supervisors to use the Record button on Cisco Supervisor Desktop to trigger recording. This option is similar to option B, but supervisors use the Cisco Supervisor Desktop application to initiate call recording. This approach may not be practical if the company wants to ensure that all selected calls are recorded automatically without relying on supervisors to remember to click the Record button.

D. Configure the Cisco Agent Desktop workflow to trigger recording. This option allows the company to configure the UCCX system to automatically initiate call recording based on certain criteria, such as the type of call or the calling party. The Cisco Agent Desktop workflow is a graphical tool that allows administrators to design and customize call flows and call recording rules. This approach is the most practical way to ensure that selected calls are recorded automatically without relying on agents or supervisors to initiate recording manually.

E. Recording is not supported on the Cisco Unified CCX Enhanced version. It is supported only on the Premium version. This option is incorrect because call recording is supported in the Enhanced version of UCCX, as stated in the question.

In conclusion, to satisfy the requirement of automatically recording selected types of agent calls, the company should configure the Cisco Agent Desktop workflow to trigger recording. This approach is the most efficient and reliable way to ensure that all selected calls are recorded automatically.