Call Recording: DN Recording Override
Call recording functionality can be enabled statically on a DN by setting the record configuration option to true, or dynamically by using the record key in the Extensions attribute of a TRouteCall request.
With this feature, call recording can be selectively disabled through a routing strategy by overriding the record option configured on a DN. Call recording can be disabled on either the origination DN or destination DN when a routing strategy issues TRouteCall containing the record extension key set to disable_source or disable_destination, respectively.
When recording is disabled by the TRouteCall request, recording can be started on the DN by issuing a TPrivateService request after the call is established.
DN Recording Override is supported with MSML-based call recording, for single-site, multi-site, and Business Continuity deployments. DN Recording Override is not supported with NETANN-based call recording.
General Rules for DN Recording Override
- If a recording configuration is overwritten for a DN, recording does not start when a call is answered on this DN. Recording can still be activated on this DN when the call is already established using the TPrivateService(GSIP_RECORD_START) request.
- It is not possible to disable recording on both origination and destination DNs using the same TRouteCall request.
- Extension key values provided in a TRouteCall request are not carried forward to the subsequent requests.
- Call recording that is already in progress cannot be stopped.
Multi-Site Call Flow Examples
These call flow examples show how DN Recording Override works in multi-site deployments.
Example 1: record=‘disable_source’
- Agent 1 with record=true at Site 1 dials internally to a Routing Point at Site 1.
- TRouteCall containing record=disable_source with ISCC transaction type route is issued to Agent 2 at Site 2.
- Call recording is disabled for Agent 1 at the origination site (Site 1).
Example 2: record=‘disable_destination’
- An inbound call arrives at a Routing Point at Site 1.
- TRouteCall containing record=disable_destination with ISCC transaction type route is issued to Agent 2 with record=true at Site 2.
- Call recording is disabled for Agent 2 at the destination site (Site 2).
To override enabled call recording, in the routing strategy, configure the TRouteCall request to include the record key with the appropriate value, as follows:
- disable_source—to override recording on the origination DN.
- disable_destination—to override recording on the destination DN.
This feature applies only if the following configurations are enabled:
- Application-level options must be set to true:
- Multi-site deployment:
- The destination site must be controlled by SIP Server (sip-server-inter-trunk=true).
- ISCC transaction type must be set to route.
Values: source, destination, disable_source, disable_destination
Used in: TRouteCall
- When set to disable_source, it overrides the record configuration option set on the origination DN (the DN from which a call is sent to the Routing Point).
- When set to disable_destination, it overrides the record configuration option set on the destination DN (the DN specified in AttributeOtherDN of the TRouteCall).
This record key continues supporting values source and destination, as follows:
- When set to source, call recording is initiated on the DN that sent a call to the Routing Point (customer), and will continue until the customer leaves the call.
- When set to destination, call recording is initiated on the routing destination DN (agent), and will continue until the agent leaves the call.