Webex CC Native Recording Integration
Cisco Webex Contact Center infrastructure provides own audio convenience recording feature, where WXCC agents can be enabled for on-demand or always-on recording.
Recorded conversations are stored in Cisco WXCC Cloud for a limited period of time, with a limited access available to administrators and single users.
That’s why Imagicle proposes the import of such WXCC Recorder conversations from Cisco Cloud to Imagicle Cloud, supporting unlimited retention and multiple permission levels for standard users, group supervisors and administrators.
Moreover, Imagicle Call Recording provides an enhanced web portal and Agent Desktop gadget to browse and listen to recorded conversations, with search features and call tagging for Legal Hold.
Integration Requirements
Imagicle UCX Platform must be in place, with Call Recording Essentials (or greater) license activated.
A Webex Full Admin account, to apply configurations on Control Hub
Agents to be enabled for WXCC/Imagicle Call Recording must have a Webex Professional license at least.
Limitations
As per Cisco documentation, Calls on Webex can't be recorded because they are not Webex Calling calls. These are the calls made using webex client, selecting "Call on webex" and not the user's phone number. Please note that a recording solution for this kind of calls doesn't currently exist.
Check for Webex Contact Center Recorder enablement
Please access to Webex Contact Center Management Portal with admin credentials and click on Recording Management from left panel. The following page appears:
If the native WXCC Recorder is enabled, here you can find some recorded conversations performed by agents. If that’s the case, you can proceed with next steps.
Configurations from Webex Control Hub
Please access to Cisco Webex Control Hub with Full Admin credentials and go to Account from left panel and, within "Info" tab, take note of Organization ID. It is required later on in this procedure:
Now click on Users menu item from left panel:
Please locate a local user within customer’s domain which should be elected to “Compliance Officer”, to allow the required integrations. Click on selected user to access the Summary page:
Click on Administrator roles and make sure that user has Organizational Full admin permissions; moreover, the user must have Compliance officer and Webex Calling Detailed Call History API access roles. See below sample:
Save new roles setting.
Authorize Imagicle Compliance Recording App
Please logout from Webex Control Hub and login again with above defined Compliance Officier account.
Go to Management ⇒ Apps ⇒ Service Apps
Search for Imagicle Recorder app by using the following ID: Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0M4NjJhMmI2OWUwZmE5OTY1NzAyNDY3ZjAxMDIxZjJhYjdjMDg2MWJiMzI3MTRlNWMzOGZiN2ZmNjMzMjY1MGE2
Once located, click on it to display its properties and scopes in the right-hand panel:
Please toggle the “Authorization” switch to authorize the app and hit Save.
Now click on Contact Center menu item from left panel:
From Contact Center main page, select General left menu item and collect the “Country of operation”. This is required later on in this procedure:
Now select Call Recording Schedules left menu item to access to global recording settings applied to all agents or for a specific team of agents. Within this page, you can create a new schedule or amend an existing one. See below sample, where “always-on” schedule is created:
From Recording Schedule you can tweak several parameters like:
Date/time intervals where calls are recorded
Enable pause/resume
Define the percentage of calls to be recorded. If a value below 100% is selected, the “on-demand” buttons to start/stop recording are enabled on Agent Desktop client.
Apply filters by Sites, Teams, Agents, etc.
Multiple Call Recording Schedules can be created, for different agents' teams.
Imagicle UCX Platform recording users
Make sure that the all recording-enabled users on the Imagicle UCX Platform web portal have been imported, including properly filled "Phone Number" field. More details here.
Final Stage
Please send to Imagicle Support the following details:
Webex Org ID
Country of operation (region)
Imagicle applies required authorizations to retrieve recordings from Cisco Webex CC Cloud, so you can safely access them from Imagicle UCX Platform web portal.
Call Recording Gadget for Agent Desktop clients
Please be aware that you can enable an Imagicle Call Recording custom tab for your Webex CC users. The procedure is highlighted in this KB.
If the Imagicle gadget displays own buttons to start/stop & pause/resume recording, please ignore them. In a Webex CC environment, recording-related softkeys are already embedded in the native Webex CC Agent Desktop GUI and they appear when required.