Maintenance Manual

Record Server Configuration

VoIP Devices

Points to Remember

Remember the following points when you configure a device for hot desking:

• When

configuring hot desking for an agent with a Quality Management license

or Call Recording license, you must ensure that the Login and Logout

commands for the Recording API go directly to the Recording server. The

Desktop Recording services will not accept Login and Logout commands from

the Recording API.

• If an agent is already logged in to a different device on the same Recording

Server, Quality Management logs the agent out of the old device when the

agent logs into the new device.

• If you assign a device to an agent by selecting an option in the Agent column

from the VoIP Devices window:

– The agent cannot use the Recording API to log into the same Recording

server assigned to the device (the login will be ignored).

– The agent can use the Recording API to log into a different Recording

Server that is assigned to another device. Quality Management records

both devices for the agent.

• If an agent is on a call when another login request comes in, that call is ended.

Quality Management logs the agent out, creates a new user for that extension,

registers the device with the CTI, and records all subsequent calls for that

extension.

• If an agent issues a logout command using the Recording API and there is an

active call for that extension, Quality Management ends the call, and logs out

the user.

• If an agent issues a login command using the Recording API, and the

username and extension matches the username and extension for an agent

who is currently logged in, Quality Management ignores the request.

• The Desktop Recording services supports hot desking, provided the agents

use their own accounts to log in and log out of their client machine.

• If you have more than one default user, you must specify a unique Contact XML

file for each default user (for example,

skill_target_id-CONTACT-upload_time-agent_mac.XML).

Synchronization Issues

The following list describes the synchronization issues with the devices listed in the

VoIP Devices window.

• An agent configured for a device could be deactivated, lose the agent or

knowledge worker role, or become unlicensed. In these cases, the agent can

no longer be recorded, and Quality Management Administrator removes their