We received a request recently to develop a CTI call control program to clear an agent’s call if the call is not being recorded. Since there are many recording methods, it is hard to determine if the call is being recorded without integration with the voice logger system. The only way that we can check if an agent is being recorded is to assume the recording method is using DMCC SingleStepConference method because a dummy device is used for the recording.
A Compliance Manager is developed in this way, it monitors the agent extensions and checks if a dummy device is in the call. The program will cut the call if a dummy device is not in the agent’s call. More call control scenarios can be developed if you let us know the detailed requirements. If you are interested, please contact us.
UPINGET 