Cisco 400-051 Exam

A company that is using the Cisco Unified Contact Center Express Enhanced version requires that selected types of agent calls are automatically recorded. Which call recording operation can be used to satisfy this requirement?

  • A. Instruct agents to use the Record button on Cisco IPPA to trigger recording.
  • B. Instruct supervisors to use the Record button on Cisco Agent Desktop to trigger recording.
  • C. Instruct supervisors to use the Record button on Cisco Supervisor Desktop to trigger recording.
  • D. Configure the Cisco Agent Desktop workflow to trigger recording.
  • E. Recording is not supported on the Cisco Unified CCX Enhanced version. It is supported only on the Premium version.
Answer: Option D.
Explanation: 

On-demand recording of active agent calls, available in Enhanced and Premium versions, improves customer service and encourages appropriate and consistent agent behavior and it is a feature of Cisco Agent Desktop.

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