I know that call recording has been asked to death on this board, but perhaps mine is different enough to warrant a new thread.
We have a 3300 ICP with a pair of SX 2000 LIGHT cabinets. We are using embedded voicemail.
We are an office with 4 IT staff and ~100 office staff that require IT support . There have been many complaints that the IT employes and office staff they assist have different ideas of how that support call was resolved.
Currently the IT helpline rings to a Key system button on all of the IT dept phones. When the key is inuse, new calls go to its own voice mailbox. My manager has requested that we record all calls to the helpline key. This key rings on its own. It is not in any hunt group or ring group.
I understand that as far as outgoing calls, we will have to use the helpline key. Any inbound calls will just go to voice mail.