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Active Recording And Screen Capture

Interaction Workspace supports call recording. Conversations are stored as a set of files on a centralized storage location. Agents can control and monitor this feature.

Active Call Recording

SIP Server supports call recording using two different methods, NETANN-based call recording, provided by Stream Manager or Genesys Media Server, and Media Server Markup Language (MSML)-based call recording, provided by Genesys Voice Platform (GVP) Genesys Media Server only. Interaction Workspace uses MSML-based call recording.

MSML-based Call Recording

Active Call Recording can be used at any time during an active call. You can access all of the Genesys Quality Management 8.1 documentation through the [Technical Support website] and the Documentation DVD. Active Call Recording enables agents to do the following:

  • Control Active Call Recording (start, stop, pause, and resume)
  • Display the status of Active Call Recording

Active Call Recording functionality is enabled by the following Privileges:

  • Voice - Can Use
  • Active Recording - Can Use
  • Voice - Can Control Voice Recording (optional)
  • Voice - Can Monitor Voice Recording (optional)

Set the active-recording.voice.recording-type option in the interaction-workspace section to MSML (the default value).

Legacy NETANN-based Call Recording

To use the legacy NETANN-based call recording instead of MSML-based call recording, enable the following privileges:

  • Voice - Can Use
  • Voice - Can Control Voice Recording

Set the active-recording.voice.recording-type option in the interaction-workspace section to NETANN (the default value). Monitoring of call recording that is activated by a non-agent party is not possible in the NETANN-based recording.

Screen Capture

This functionality will be available in an upcoming release.

This page was last modified on February 19, 2013, at 07:54.

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