Dialogue Cloud

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.

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.

Outbound recording (Agent -> Customer)

Note: An Enterprise license or higher is required to access these features.

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).

Direct Routing (Dialogue Cloud V3) customers can also use the Direct Call Interceptor keypad in the following applications to initiate a call on behalf of a UCC:

Manage recording

If both settings “AgentCanEditAudioRecording” and “UseAudioRecording” are TRUE, an Agent is able to manage the recoding of a conversation.

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)



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.

Active (default)