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Call Recording

If enabled for your account, Call Recording is available as part of the Holly platform or the GVP platform. This allows you to archive customer-to-agent conversations for later review.

Once enabled, you can configure call recording on each voice site for which you want to record calls.

Configuring Call Recording

  1. From within a voice site, click Call Recording.
    Call Recording

  2. On the Call Recording screen, select the check box next to Enable call recording for this Voice Site. The screen updates to identify the call recording options you can configure.
    Call Recording Screen - GVP Platform
  3. Select the phone numbers for which you want call recording.
    • If you want call recordings for all phone numbers associated with this site, select Enable all.
    • If you only want call recordings for specific phone numbers, select them individually.
  4. Specify what portion of the call you want to record.
  • Entire call
  • IVR Portion only—The recording stops when the call is transferred.
  • Transfer portion only—The recording starts when the caller and the agent connect.
  • Select a Disclaimer, if one is desired.
    You can select a disclaimer message to be played at the beginning of the call. For example, This call may be recorded for quality assurance. There are a number of disclaimer messages from which you can choose. The name associated with the message in the drop-down menu is the voice used for the message. If you do not want to play a disclaimer, select Not Play Disclaimer by IVR.

  • Call Recording Notes

    General

    • The recording does not include the in-queue audio, the on-hold queue audio, or consultation legs.
    • Call recordings can be downloaded in bulk for this GVP platform. It is not available for the Holly platform.
    • Call recordings can be stored, searched, and played for up to 36 months. Note: There's a fee for the storage of all call recordings for any length of time.
    • Only authorized users (CX Builder administrator and users; VCC Dashboard administrators and supervisors) can play call recordings.

    Audio File Notes

    With ACD enabled for your account, configuring call recording can result in multiple audio files, as follows:

    • One file for the IVR portion.
    • One file when an agent connects, including if the agent conferences in other agents or transfers the call to another agent.
    • A new audio file is generated in the following scenarios:
      • If an agent stops and restarts the call recording for the same call.
      • If the call returns to the IVR after an agent completes the call and hangs up, and the call returns to the IVR.
      • If call recording is stopped and restarted.
      • If the call is transferred directly to an IVR application, call recording stops while the IVR application is playing. When the call returns to the same agent, a new file is created. Be aware that when reported in CX Analytics, the agent who initiated the IVR transfer is listed as unknown for this new audio file.

    Note: A new audio file is not generated if the agent pauses and then resumes call recording for the same call.

    Configuring Call Recording

    1. From within a voice site, click Call Recording.
      Call Recording

    2. On the Call Recording screen, select the check box next to Enable call recording for this Voice Site. The screen updates to identify the call recording options you can configure.
      Call Recording Screen - Holly Platform
    3. Specify what portion of the call you want to record.
    • Entire call
    • IVR Portion only—The recording stops when the call is transferred.
    • Transfer portion only—The recording starts when the call is transferred.
    • Dynamic—The recording is enabled at the page level using a variable. For example, if you create a variable called varCallRecording and specify it for this option, you can use this variable inside a voice site to enable/disable call recording within certain section of call flow. On such scenario might be in which you need to record the entire call except for pages where you are capturing data like a Social Security Number or credit card information. You can do so by adding a Logic page just before the credit card Capture page with the variable set to Off and then add another Logic page after the Capture page with the variable set to On. This enables you to control call recording based on business rules in the call flow.

    Notes:

    • Call recordings are stored for free and only for 30 days.
    • Unlike GVP platform users, Holly platform users can't not provision phone numbers for call recording themselves. Contact your account representative to set up that up.
  • If desired, add security by requiring a login to access the recordings made from the Voice Site. To do so, select the check box next to Require login to access call recordings from this Voice Site.
  • Select a Disclaimer, if one is desired.
    You can select a disclaimer message to be played at the beginning of the call. For example, This call may be recorded for quality assurance. There are a number of disclaimer messages from which you can choose. The name associated with the message in the drop-down menu is the voice used for the message. If you do not want to play a disclaimer, select Not Play Disclaimer by IVR.
  • Playing Back Call Recordings

    You play back call recording through CX Analytics. To do so, the user must be logged into CX Analytics and VCC Dashboard within the same Browser.

    Important
    If you use Google Chrome and a recording stops partway through playback, use the Download option next to the volume adjustment to download and play the file.

    Note: VCC agents do not have access to play call recordings.

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    This page was last modified on February 3, 2017, at 07:12.