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:
|This is the file type.
|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.
|This is the date the recording is added.
|This is the account that adds the recording.
|Uri of the customer.
Configure Recording Functionality
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)
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.).
Outbound recording (Agent -> Customer)
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 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.
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.
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.