Have 240 agents take their desk phones home and register them as teleworkers.
In the office Indirect recording is setup but now that sets are Teleworkers they are considered Direct Recorded sets so this is an unsupported state because you can't have
Direct and Indirect recording on the same sever.
The problem is when agents put calls on hold the recording is being separated to multiple recordings.
Example: An agent receives a call and puts in on hold, uses the second line to call out to another agent for help but does not conference the calls. After hanging up on the second call the agent returns to the caller on hold until the call is ended.
This call scenario creates three separate calls in Management Studio. The inbound call up to hold, the outbound call and the second part of the first call after hold are all separate calls in Management Studio.
Does anyone know how this can be combined to one call. Or al least the call placed on hold to be one call instead of two.
