Call Recording

The optional Call Recording module enables authorized users to record any active call that is managed by the Webex Contact Center service.

Through a Web interface, authorized users can select which queue, team, site, and agent they want to record, and for what time period. After the recording schedules are created and saved, the system starts recording the next call that matches the criteria.

The recordings are in standard .wav format and can be accessed directly by authorized individuals and reviewed using standard third-party utilities. Additionally, you can use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files.