SFB Contact Center, Accessing Call Recordings

This document details how departmental supervisors in Contact Center can access call recordings.

If your department chose to have Contact Center calls recorded, supervisors will have access to listen to these recordings. Please remember only those departments that have recording as a portion of their Contact Center deployment will have recorded calls. Additionally, ONLY calls to the departmental number are recorded NOT calls directly to an individual.

In a web browser enter the following web address, https://urbsfbccqms.ad.uillinois.edu/QMS

You will be prompted to enter your username and password, please use your NetID and password to access this site. If you cannot login and you feel you should have this access, please submit a ticket to contactcenter@illinois.edu detailing the issue, which department you are with, and your NetID.

To search for recorded calls, please use the instructions provided here: http://help.telrex.com/QMS_71/content/qms/search_recordings.htm

To listen to recorded calls, please use the instructions provided here: http://help.telrex.com/QMS_71/content/qms/playing_recorded_calls.htm

Keywords:SFB Contact Center, Touchpoint, contact center recordings, QMS   Doc ID:93991
Owner:Lync M.Group:University of Illinois Technology Services
Created:2019-08-21 13:56 CSTUpdated:2022-10-11 09:20 CST
Sites:University of Illinois Technology Services
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