Which statement describes the call recording operation on Cisco Unified Contact Center Express call agents that use Cisco IPPA?
Click on the arrows to vote for the correct answerA. B. C. D. E. F.
There is no mechanism created as of now to record the call so we first span and record it from packet capture or from third party software.
Cisco Unified Contact Center Express ( Cisco UCCX) is a contact center solution that provides features such as call routing, queuing, and reporting to enhance customer service.
In terms of call recording, Cisco UCCX supports automatic and manual recording for calls handled by its call agents. Automatic recording is enabled by configuring the recording option in the Cisco UCCX Administration web interface. The recording can be triggered based on various conditions, such as the type of call or the agent's status.
Manual recording is initiated by the agent during a call via a button on the Cisco IP Phone Agent (IPPA) desktop application. The desktop application provides call control features and access to call recording functions, allowing agents to easily record calls as needed.
Recording on Cisco UCCX call agents that use Cisco IPPA is facilitated using the G.711 codec, which is a common codec used for VoIP communication. The codec ensures high-quality audio for recordings and efficient use of storage space.
SPAN port monitoring, where traffic is monitored on a switch port, is not supported for call recording on Cisco UCCX call agents that use Cisco IPPA. Instead, desktop monitoring is used to facilitate call recording.
To summarize, option B is correct: automatic recording is supported, and manual recording is facilitated via desktop monitoring using the G.711 codec. Option F is incorrect: call recording is supported on Cisco UCCX call agents that use Cisco IPPA.