Teams, Contact Center, Accessing QMS Call Recordings

If your department utilizes TouchPoint QMS call recording, supervisors will have access to listen to agent call recordings. 

Please note the following:

• Only departments that have requested recording as part of their contact center deployment will have recorded calls. 
• QMS only records inbound calls made to a contact center queue. 
• Outbound calls and Teams-specific calls are not recorded.

Accessing Recordings

To access QMS recordings, navigate to the following page, Enghouse Quality Management Suite.

You will be prompted to enter your username (NetID) and a QMS-specific password. If you cannot login and you feel you should have this access, or require a password reset, please submit a ticket to contactcenter@illinois.edu providing your name, NetID, department, and a description of the issue.