Users are individuals who appear in, have access to, and can perform tasks in Uptivity. Users who are recorded are also referred to as agents. For more information, see Users Overview.
No single setting controls recording in Uptivity. 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 Uptivity. For more information, see Users and New/Edit User Page.
- 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. Uptivity will record audio without this step, but will not associate the audio with the agent. Uptivity will automatically select the Agent field when you add a value to the Phones field.
- If your organization uses NICE Uptivity Screen Recording, type the user's Windows username in the System Username field. 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 NICE Uptivity Screen Recording Overview.
- Add the user account to one or more QA Groups if the user will be evaluated and monitored. Group membership is not required for recording. For details, see QA Groups.
- Create a new schedule if you use schedules for specific users (this is not common). 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.
- If required by your recording integration, configure the user’s phone (for example, to forward call audio or perform in other ways). Review the Customer's Guide for your integration.
- If required by your recording integration, add the user’s extension or device ID to the channel settings for the appropriate Uptivity Voice Board. Review the Customer's Guide for your integration.
- If required by your recording integration, add the user’s extension or device ID to the CTI module for the appropriate Uptivity CTI Core
The software component that provides the PBX/ACD integration and makes call recording decisions based on customer-defined recording schedules.. Review the Customer's Guide for your integration. - If your integration uses passive VoIP recording and the Uptivity script cannot register user phones, add the user’s extension to Uptivity’s IP Phones list. For details, see IP Phones Overview.
