Maintenance Manual

Record Server Configuration
Server Recording and Network Recording Considerations
67
Record Server Configuration
Use the Record Server Configuration node to configure devices for MediaSense, Server
Recording, and Network Recording.
NOTE: You do not need to configure devices if you are only using
Desktop Recording (Endpoint).
Server Recording and Network Recording Considerations
You can enable Server Recording and Network Recording for a device from the Record
Server Configuration node for the following types of agents:
• Agents who work different shifts and share a desk (hot desking).
• Agents who log into a phone (Extension Mobility).
• Agents using Citrix or Microsoft Terminal Services thin clients (audio and
screen recording).
• Agents using just a phone, and no PC (audio recording only).
Server Recording and Network Recording records the extensions that you configure for
Server Recording or Network Recording in a similar way to those that use the Desktop
Recording service (Endpoint).
Note that Server Recording or Network Recording is not restricted to the time a user is
logged in. As long as the agent’s phone is configured for Server Recording or Network
Recording, the agent can be recorded.
Network Recording allows supervisors and managers to monitor live calls for agents
using phones configured Network Recording.
NOTE: You cannot monitor the default user, even if they are recorded
using Network Recording.
Server Recording and Network Recording have the following limitation:
• A device cannot be registered for Server Recording and Network Recording at
the same time. You can, however, change the configuration from Server
Recording to Network Recording, or change a configuration from Network
Recording to Server Recording.