Cisco Finesse - Retrieving Call Recordings using Verint


Introduction

All inbound calls to the Cisco Finesse ACD system are recorded and stored for 90 days.  Supervisors and other authorized personnel have the ability to find and review these recordings via a special utility called Verint.  Phone calls in Verint are referred to as “Interactions.”

Instructions

Note: Only supervisors or other authorized personnel will have access to review recordings. 

If you do not have supervisor access, and need to access call recordings please submit a "modify profile" request from the Service Catalog "All Catalogs -> IT Service Catalog -> Phones and Pagers" and select,  "Cisco Finesse Profile & Jabber".

  1. Open the Call Recording application by clicking Start > Cisco ACD Call Center > Call Recording or by navigating to this link in your internet browser.

  2. A Michigan Medicine login window will open.  Enter your Level-2 credentials, then click Sign In.

    Michigan Medicine login box will request your Level-2 credentials.

  3. The Call Recording (Verint) desktop will open.

    Verint Desktop.

  4. To search for a specific interaction to listen to the recording, click the My Home icon in the upper left, then Interactions, then Search.  (Note: the Search page can be set as your default home page by clicking your name in the upper right corner > Preferences > General > Default Screen at Sign-In and setting it to “Interactions : Search : Search”)

    Navigate from the My Home menu to Interactions to the Search option.

  5. The search form offers multiple criteria to filter the interactions, including timeframe, employee(s), and more using the Advanced Search menu.  Set your criteria, then click the Search button (magnifying glass).

    Multiple criteria can be set when making a search.

  6. The screen will now display search results for all interactions matching the selected criteria.  Clicking an interaction will allow a preview of the recording, displayed at the bottom of the screen.

    The recording menu can be used to select an interaction and preview or download the recording.
  7. Recordings can be shared or downloaded via the Send Interaction Send Interaction button. or Download Download button. buttons.  Since recordings may contain Protected Health Information or other sensitive data, they should be handled accordingly.