Can agent metadata be assigned to trunk-side recording?
Yes. When recordings are acquired on an ISDN trunk, there is often very little metadata at the point of recording that can be added to the call in the database.The Symphony system features CTI connectors to integrate with a large range of PBX makes and models, both current and legacy. Via these integrations, the Symphony system is able to acquire extra metadata such as the agent name or unique identifier and store it in the Symphony database against the call recording. Recordings can then be filtered and searched for based on this information in Personal Assistant.Talk to our Technical Sales Team for more information on how we can integrate Symphony with your current PBX vendor.