Details: Configure Users for Recording

No single setting controls recording in inContact WFO. The following list provides a high-level reference for the tasks that must be performed for a user's audio, screen, or both to be recorded. The specifics of these tasks may vary depending on your organization and telephony integration. For a more detailed list of tasks specific to your telephony environment, see the applicable customer's guide for your integration.

• Create a user account in inContact WFO.
• In the Phones section of the user account, specify telephone extension(s) for assigned-seating environments or agent number(s)/login(s) for free-seating environments. inContact WFO will record audio without this step, but will not associate the audio with the agent. inContact WFO will automatically select Agent for you.
• If your organization uses screen recording, type the user's Windows username in the System Username field and, if you have multiple domains, type the user's domain in the System Domain field.
• Set the user's location if you are using lookup by agent/workstation. For details, see inContact Screen Recording Overview.
• Add the user account to one or more inContact Groups if the user will be evaluated and monitored. Group membership is not required for recording. For details, see Add Agents to inContact Groups.
• Create a new schedule if you use schedules for specific users. Alternatively, you can use an existing schedule to record multiple agents (that is, those in a group or a range of ANIs). Review the business rules for the schedule and add the new user’s extension, ANI, agent number, or other information as applicable. For details, see Recording Schedules Overview.
• Some telephone systems require that the user’s phone be configured to forward call audio or perform in other ways. Review the Customer's Guide for your integration.
• Some telephone systems require that the user’s extension or device ID be added to an inContact WFO voice board’s channel settings. Review the Customer's Guide for your integration.
• Some telephone systems require that the user’s extension or device ID be added to an inContact WFO Recording Core’s CTI module. Review the Customer's Guide for your integration.
• Occasionally, the inContact WFO script will not be able to register user phones in environments using passive VoIP recording. In these cases, administrators may have to add the user’s extension to inContact WFO’s IP Phones list. For details, see IP Phones Overview.

See Also

• Add Users in Premises Deployments — for information on creating and configuring user accounts
• Page Details: New User — for details on user account fields discussed in this task
• Recording Schedules Overview — for information on creating and modifying recording schedules
• Add Agents to inContact Groups — if your organization uses inContact WFO QM and you need to assign users to groups for evaluation purposes
• inContact Screen Recording Overview — if your system includes screen recording and you need to statically map telephone devices to workstations
• IP Phones Overview — if your system uses passive VoIP recording and you need to statically map an IP address to a telephone device