Supported Call Scenarios by Recording Method

The tables below show supported call scenarios that Eleveo Cloud Native can record.

Cloud Platforms

Cisco Webex Contact Center Integration

We support the import of Cisco Webex Contact Center recordings. The Following Call scenarios have been tested.

Call Scenario	Cisco Webex Contact Center Integration
Simple inbound/outbound	Full
Hold	Full
Pause/Resume (Cisco Webex functionality)*	Full
Blind transfer	Full
Consult transfer (without the agent-to-agent consultation)	Full
Conference	Full
Any agent-to-agent interaction without customer (including consultative transfers, etc.)**	N/S

The Pause and Resume functionality referred to here is Cisco Pause/Resume functionality, a unique product offered by Cisco, This is unrelated to Eleveo Pause/Resume (either manual or automatic).

** This is a limitation of the Cisco Webex Contact Center platform.

Capacity Based Team Resources/Agents are non-contact center resources and are not captured by Webex CC. This applies to voicemail, calls routed outside of the contact center, or agents not managed by the contact center.

Cisco Webex Calling Integration

The following call scenarios are tested. For Webex Calling platform.

Call Scenario	Cisco Webex Calling Integration
Simple inbound/outbound	Full
Hold	Full
Pause/Resume (Cisco Webex functionality)*	Full
Blind transfer	Full
Consultative transfer	Full
Consultative conference	Full
Voicemail	Full
Internal call**	Full
On demand recording - start/stop recording withing the call	Full

*The Pause and Resume functionality referred to here is Cisco Pause/Resume functionality, a unique product offered by Cisco, This is unrelated to Eleveo Pause/Resume (either manual or automatic).

** Internal calls will be saved as multiple separate recordings, with multiple recordings per speaker/agent.

MS Teams

We support the capture and import of the following MS Teams Meetings and Calls:

MS Teams meeting:

Call Scenario	MS Teams School and work	MS Teams Private
Meeting	Full	Full

Audio Calls from and to a recorded MS Teams participant, member of MS Teams for School and Work Tenant:

Call Scenario	MS Teams School and work	PSTN	MS Teams Private
Customer to agent** (inbound)	Full	Full	N/A
Agent** to customer (outbound)	Full	Full
Hold	Full	Full
Call parking	Full	Full
Blind transfer	Full	Full
Consult transfer	Full	Full
Transfer to employee*	Supported***	Supported***
Transfer to agent**	Full	Full
Blind conference	Full	Full
Consult conference	Full	Full
Internal call****	Full	Full

Employee = A not observed (recorded) MS Teams user.

** Agent = Recorded MS Teams User.

*** The part after the transfer is not recorded.

**** Internal calls will be saved as multiple separate recordings, with multiple recordings per speaker/agent.