Is it possible to access call recordings in Contact Pro?

[victor_lopez]

Hello guys, good morning, I would like to get a bit of your help, I want to know if it is possible to access the recordings of the voice calls that are answered by Contact Pro, if this is possible, I would like to know how I can do it?

[Jukka]

Hi, 

could you specify what you mean with access? Do you mean that an agent needs to listen recording or as a integrator you would need access? 

//Jukka

[victor_lopez]

That's right, supervisors want access to agent conversation recordings to monitor and control call quality

[Jukka]

You can enable access to call recordings via rights. Once user has rights to call recordings, then you would see play recording option in Communication Panel. 

• If it's a queue recordings you would like to give rights to, then please navigate to SC - User and Role Management - Role or Group depending how you control rights - select role/group agent is using - User Rights block - select Queue from drop down, add the queue and give Listen to Recordings right
• For user the same, but in drop down select User

I also recommend you to read documentation about the above options. Please create a ticket if you need more detailed help. 

//Jukka

[victor_lopez]

Thanks for your great help Jukka