Introduction - Avaya CPSEE_TSP500 User Manual

Appendix 12 Integrated Recording

Introduction

Page 12-6
This document is confidential and proprietary to SER Solutions and is not for external use.
Integrated Recording is a software solution for recording Agent conversations
with contacts and/or conferencing parties. The recording can have different
uses, depending upon the needs of the business customer.
One way to use Integrated Recording is for quality assurance purposes. A
Supervisor may want to review the call to ensure that the Agent is working
with a provided script or to review the contact conversation for feedback, for
example.
Another common use of Integrated Recording is sales validation. The record-
ing can be archived and reviewed later if there was a dispute on a purchase or
if there are inconsistencies in the order.
Recording of the Agent can continue even after the called party has discon-
nected. 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.
The TSP500 has Integrated Recording capability for up to 192 simultaneous
conversations. Each conversation will result in a single file of merged audio,
including the agent and the other party that the agent is connected to (called
party or conference), that transfers to a remote archive server.
See Also:
"Integrated Recording Feature" on page 4-5
Version 4.0 CPSEE_TSP500 User Guide