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Call Recording and Monitoring

For text-based services, the system unconditionally stores all chat transcripts and emails for the period of time agreed upon with your service provider.


Settings

Call recording and monitoring settings are configured in Quality Management > Call Recording and Monitoring in the Contact Center Administrator application. Please note: Incorporation of the $(banVoiceRecording) or $(banMonitoring) variables in a voice scenario with an IVR menu will override any recording or monitoring settings you have configured, if selected by a customer. For more information, see Variables in the Scenario Builder Reference Guide.

If a call is transferred, the call recording state is determined by the highest level override present in the main or consult call after transfer. If two or more calls are merged into a conference, the call recording state is determined by the highest level override present in any merged call. Once recording is manually started via API, it can only be stopped by API call or by setting the $(banVoiceRecording) variable. Adding or removing services or other users would not stop the recording started by API.


Call Recording and Monitoring settings


Call Recording

Select the record calls checkbox to enable call recording. If this property is checked, all voice calls will be recorded (inbound, outbound, and internal). You can override this setting for a specific service or a specific user.

Play monitoring notification

Select the checkbox for either to agent or to customer to specify who should hear the monitoring notification.

Monitoring prompt

The Monitoring prompt is the sound or other audio message that will be used for the monitoring notification. Click upload to add a voice file (in WAV format).

Play notification tone periodically

When call is recorded

Select the checkbox for either to agent or to customer to specify who should hear a tone when a call is being recorded.

When call is monitored

Select the checkbox for either to agent or to customer to specify who should hear a tone when a call is being monitored.

Periodic Monitoring or Recording prompt

The Periodic Monitoring or Recording prompt is the sound or other audio message that will be used as the notification tone. Click upload to add a voice file (in WAV format).

period, sec

Period, sec is the period of time (in seconds) to wait before playing the periodic monitoring or recording prompt again. For example, specifying 10 seconds here causes the periodic monitoring or recording prompt to be played every 10 seconds.

Stop recording of outbound calls

For voice services, you can discontinue call recording upon transferring a call to an external number.

Instances in which you may not want to record calls include when:

  • Customers require calls not to be recorded after transfer to an external number.
  • Customers require just the consult portion of the call to be recorded in order to have reference data for the agent.
  • Agents must not record calls when transferring to a specific agent.

Stop recording of an outbound call after the last agent leaves

This selection allows an agent to make a consult call to a public switched telephone network (PSTN) destination (i.e., an external phone number), complete the transfer, and have the call recording continue if the agent’s call was recorded. The call will not be recorded once the agent leaves.

Continue recording of the calls transferred outside

This selection specifies that the call will be recorded even after transfer.

except when calling the following numbers

To create exceptions to your call recording/stopping selections, click add. Adding phone numbers allows you to stop recording when transferring to specific clients, as well as to stop call recording after transfer on a per-service basis.

The default value is to stop recording. If you want recording to continue upon transfer, you must make your selection from Call Recording.



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