On-Demand Overview

On-Demand is part of the base inContact WFO installation, but is enabled only if you request on-demand recording. While much of the configuration of On-Demand is the same for Premises and Hybrid deployments, there are some differences in application architecture and in user functionality.

Premises Deployments

In Premises deployments, inContact WFO On-Demand recording allows users to do the following via a desktop application:

Control (in other words, initiate or stop) recording of their calls. For example, some agents may only need to record certain types of calls, or some agents may receive calls that should not be recorded, such as personal calls.
Control (in other words, initiate or stop) recording of their screen activity independent of a call. For example, the agent may want to record an email or chat conversation.
Initiate and stop blackouts in recordings when sensitive data might be recorded, such as credit card numbers or protected health information.
Add information to the database call record, such as caller name or subject of the call.

Premises inContact WFO On-Demand uses client/server architecture, and the On-Demand Client application must be installed and configured on every workstation where it will be used. Since you are responsible for user workstations, see the inContact WFO On-Demand User Guide for information on installing clients.

Hybrid Deployments

In Hybrid deployments, inContact WFOOn-Demand recording allows users to do the following from a web portal:

Control (in other words, initiate or stop) recording of their calls. For example, some agents may only need to record certain types of calls, or some agents may receive calls that should not be recorded, such as personal calls.
Control (in other words, initiate or stop) recording of their screen activity independent of a call. For example, the agent may want to record an email or chat conversation.
Add information to the database call record, such as caller name or subject of the call.

Hybrid inContact WFOOn-Demand is web-based, and users access the On-Demand web portal from their workstations.

For security reasons, the On-Demand web portal does not support saving either your username or password within your web browser. However, you can have inContact WFO remember your username so you don't have to type it each time you login. You can also use the Forgot Password feature, just as in the main inContact WFO Web Portal.

On-Demand Users

See Roles and Permissions Overview and Page Details: New UserUsers Overview for more information.

Agents who will be recorded on-demand should have these settings configured in their inContact WFO user accounts:

System Username — This is the network ID the agent uses to log in to Windows (not the fully qualified user name).
System Domain — This is the agent's Windows domain. The field is optional.

Each agent to be recorded on-demand must have a unique username, even if they are on different Windows domains. Duplicate usernames will result in login failures. The logs will report that multiple agents were returned with the same username.

Additionally, users must be assigned roles that have On-Demand permissions.

Screen Recording On-Demand

This feature is available only to organizations using inContact Screen Recording. The screen capture client application must be installed on the agent's workstation, and the agent's account must be configured for screen recording. Otherwise, desktop recording will be disabled in On-Demand.

If you use On-Demand to initiate audio recording, and your system includes inContact Screen Recording, the audio and screen activity will both be recorded. There is no need to start desktop recording separately.

In Premises deployments, you cannot initiate a blackout in a desktop-only recording. Blackouts are dependent on call-related events.

Information Field Updates

You can configure inContact WFO so that the user-defined fields can be updated using On-Demand. For more information regarding these fields, see Page Details: Terminology Settings.

When agents update call records using On-Demand, they can insert or replace information in user-defined fields, but they cannot view any previous information that might have been in the fields. Access to each field is controlled by a separate permission. For details, see Page Details: New Role.

These special characters can cause issues and are therefore not permitted in call record updates:

Angle brackets (< or >)
Exclamation points (!)
Equal signs (=)
Plus signs (+)
Percent signs (%)

Schedule Considerations

See Recording Schedules Overview for more information.

inContact WFO On-Demand requires use of one or more specific schedules where the Type is On-Demand. Keep the following in mind as you work with On-Demand recording schedules:

Agents who are recorded on-demand are given the privilege of deciding whether their calls are recorded. Therefore, the schedule typically should never expire.
Target Percent should be set to 100; however, the percentage is ignored in favor of the start and stop events received from the client.
You do not have to enter any Schedule Requirements. This makes the schedule available for all users, although other factors may be involved as well (such as permissions, installation of the software client, and call direction).
Alternatively, you can use Schedule Requirements to limit the schedule to specific users, extensions/devices, ACD groups, or ACD gates.