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.

To all Agents to pause, stop and restart recordings, the AgentCanEditAudioRecording paramater 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 on SharePoint 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 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.), 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 the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, 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). An 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.

For Direct Routing, you can use Direct Call Interceptor:

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 recordings will be stored in a sub-folder in the Recording folder. This enables giving the Agent access to only its own recordings, while a Supervisor can have access to the parent folder.

Note: You can use the setting "CopyRecordingToSharePointLibrarySubFolderFirstLast" to either use the first or the last agent.

 

Stop Recording after Transfer

With the settings "StopRecordingAfterTransfer" a" you can stop the recording after a transfer or forward. By default Anywhere365 will keep recording after the conversation was transferred or forwarded.

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.

Active (default)

Disabled