sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems Service Observe

have a customer with an FXII and Interchange that is using service observe to monitor their customer service reps. now they want to start recording some of the calls they are observing on a per call basis. The soft key for record obviously does not come up so I tried to program a record button on the phone but still no go. Has anyone ever tried to make this work?

They have already had their employees sign a paper saying they may be recorded at any time and they will let the customers know in the main greeting so I think they should be ok legally now all I have to do is find a way to make it work.
Any ideas?

The Interchange should have an option per mail box basis to allow recording. You'll have to increase record capacity, also and you shouldn't have an issue programming a "REC" button!

They can record their own conversations fine but it will not allow them to record while doing service observe. I programmed a record button already but it still will not work on S.O. I assume this is a limitation of the system but I thought someone may have figured ou a way to do this in the past.

You can't do service observe and Interchange recording at the same time as they use the second B channel to the set. You can do service observe and a second party recording by recording the line side or off the handset.

Thanks RBF I was afraid that might be their only option

We have a collections agency that makes it mandatory to record all calls and forward them to a defined mbox. If not done they are fired.

I believe you can even set all calls to record by default but not sure ff the top of my head.

Also, do a search for recording and there are many options for recording all calls. This may be your only way.

Has anyone installed a third party recording solution that they have been happy with and was easy for the customer to use.

I would like something they could turn on and off on a per line per call basis (per station would be even better)if possible instead of recording all calls.

Most of the enterprise recording solutions have controls where the administrator can enable and disable recording for specific users. I think some may even have parameters for when to record, based on days or time of day.

We're actually getting ready to look at a new solution soon, where calls are recorded at the PRI (the unit intercepts the audio between the carrier and the phone system, right from the PRI, then uses call accounting records to sort and tag them).