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.
This functionality will be available in an upcoming release.