Managing Recordings
A recording is a recorded conversation between a Customer and an Agent. Before conversations can be recorded, the UseAudioRecording parameter must be set to TRUE. This also triggers Anywhere365 to play the Welcome Recording message after the Welcome Message. The recording will automatically start when an Agent accepts the call and will record all audio legs when the customer is involved (So not during hold or consult transfers for example).
To allow Agents to pause, restart or stop recordings, the AgentCanEditAudioRecording parameter must also be set to TRUE.
If you want to save recordings to SharePoint, the CopyRecordingToSharePoint parameter must be set to TRUE.
Warning
We strongly advise not using recordings in combination with SQL Express on SharePoint Foundation, due to database size limitations.
Explanation per field
Recordings will be stored in a SharePoint library automatically (if the setting CopyRecordingToSharePoint is TRUE) together with some meta data:
Item | Description |
---|---|
Type | This is the file type. |
Name | This is the CorrelationId (GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.), created by Anywhere365. |
Modified | This is the date the recording is added. |
Modified By | This is the account that adds the recording. |
Caller | Uri of the customer. |
Configure Recording Functionality
Inbound recording (Customer -> UCC -> Agent )
Note
A Corporate license or higher is required.
For inbound recording, no Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. is needed. This is a built in functionality of the Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. application.
If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCC will be recorded.
Direct recording (Customer -> Agent)
Note
An Enterprise license or higher is required to access these features.
For Inbound (direct) recordings, the Interceptor must be installed, see: Install Interceptor
The 'UseInboundAudioRecording' setting can be set to true, so that all direct calls to agents of that UCC are being recorded (informal agents When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. or signed in formal agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC.).
If you do not wish to record internal calls between agents (based on the sip domain) you can set the InteruserRecordingDisabled setting to true. Then only direct calls from other domains (or PSTN) will be recorded.
Outbound recording (Agent -> Customer)
Note
An Enterprise license or higher is required to access these features.
For Outbound recordings, the Interceptor must be installed, see: Install Interceptor
The 'UseOutboundAudioRecording' setting can be set to true, so that all Outbound calls from agents in that UCC are being recorded (informal agents or signed in formal agents).
If you do not wish to record internal calls between agents (based on the sip domain) you can set the InteruserRecordingDisabled setting to true. Then only outbound calls to other domains (or PSTN) will be recorded.
Additionally customers can also use the Direct Call Interceptor keypad in the following applications to initiate a call on behalf of a UCC:
-
Via Snapper, see: Configure Direct Call Interceptor (DCI) for Snapper
-
Via WebAgent, see: Configure Direct Call Interceptor / Outbound Calling for WebAgent
Manage recording
If both settings AgentCanEditAudioRecording and UseAudioRecording (for inbound UCC calls), or UseInboundAudioRecording (for direct calls), or UseOutboundAudioRecording (for outbound calls) are TRUE, an Agent is able to manage the recoding of a conversation.
Note
Recording can’t be restarted when using this command.
If an Agent wants to stop the recording of a conversation and a Skype for Business client is used, then the command “REC STOP” should be typed in the IM window of the Call.
In Snapper the recording control buttons can be used if enabled in the Snapper application settings
In WebAgent the Call recording buttons can be used
The Recording will be stopped and can’t be restarted anymore.
If an Agent wants to pause the recording of a conversation and a Skype for Business client is used, then the “REC PAUSE” command should be typed in the IM window of the Call.
In Snapper the recording control buttons can be used if enabled in the Snapper application settings
In WebAgent the Call recording buttons can be used
The Recording is now paused and can be restarted.
Note
This function can only be used when the Recording is paused.
If an Agent wants to resume a paused Recording and a Skype for Business client is used, then the “REC START” command should be typed in the IM window of the Call.
In Snapper the recording control buttons can be used if enabled in the Snapper application settings
In WebAgent the Call recording buttons can be used
The paused Recording will now start recording again.
Recordings per Agent
With the setting "CopyRecordingToSharePointLibrarySubFolder" on TRUE, the audio recordings will be stored in a sub-folder of the Recording folder. This enables giving the Agent access to only its own recordings, while a Supervisor could have access to the parent folder.
Note
You can use the setting "CopyRecordingToSharePointLibrarySubFolderFirstLast" to either use the first or the last agent, for those scenario's where calls might get transferred to other agents. The recording can only be saved under one agents name.
Stop Recording after Transfer
With the settings "StopRecordingAfterTransfer" you can stop the recording after a blind- or consultative transfer. By default Anywhere365 will keep recording after the conversation was transferred.
Note
A skill transfer, delight transfer, or leaving a group call is performed, the recording will continue regardless of this setting.
Active (default)
Disabled
Stop Recording after Forward
With the settings "StopRecordingAfterForward" you can stop the recording after a forward. By default Anywhere365 will keep recording after the conversation was forwarded.