Recordings

Purpose

A recording is a recorded conversation between a Customer and an Agent. Before conversations will be recorded, the setting “UseAudioRecording” must be 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.

An Agent is able to pause/restart and stop a recording when the setting “AgentCanEditAudioRecording” is TRUE. Furthermore, it is possible to save recordings to SharePoint, if the setting “CopyRecordingToSharePoint” is TRUE.

Warning We strongly advise not using recordings in combination with SQL Express, due to database size limitations.

 

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 (GUIDGUID 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 )

If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. will be recorded.

Direct recording (Customer > Agent)

If UseInboundAudioRecording is TRUE and the Anywhere365 InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. is installed, then all incoming call of the Agent on the UCC will be recorded.

Outbound recording (Agent > Customer)

If UseOutboundAudioRecording is TRUE and the Anywhere365 Interceptor is installed, then all outgoing call of the Agent on the UCC will be recorded.

 

Manage recording

If both settings “AgentCanEditAudioRecording” and “UseAudioRecording” 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, then the command “REC STOP” should be typed in the IM window of the Call.

The Recording will be stopped and can’t be restarted anymore.

 

If an Agent wants to pause the recording of a conversation, then the “REC PAUSE” command should be typed in the IM window of the Call.

The Recording is now paused and can be restarted.

 

Note This command can only be used when the Recording is paused.

If an Agent wants to resume a paused Recording, then the “REC START” command should be typed in the IM window of the Call.

The paused Recording will now start recording again.

 

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.

 

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

 

Recording Other Locations

SharePoint Same Site

By default the UCC will store the recordings on the same SharePoint site as the configuration.

For this the following settings must be set:

Setting

Value

CopyRecordingToSharePoint

True

CopyRecordingToSharePointIsOnpremises

True

 

To other SharePoint Online with AAD

Alternative recordings can be saved to SharePoint Online with AAD. For this you need the Azure Client ID and Tenant ID.

For this the following settings must be set:

Setting

Value

CopyRecordingToSharePoint

True

CopyRecordingToSharePointIsOnpremises

False

CopyRecordingToSharePointOnlineUri

URL op document library on SharePoint Online

CopyRecordingToSharePointOnlineAAD

True

CopyRecordingToSharePointOnlineAADClientId

Azure Client ID, see below.

CopyRecordingToSharePointOnlineAADTenantId

Azure Tenant ID, see below.

  1. Sign into the Azure Portal

  2. Go to the Active Directory Tab,

  3. Go to App-Registration and click Add

  4. Give it a name like NAME_TEST

  5. Choose for Application type “NATIVE” and press the arrow key on the bottom right.

  6. Fill in a redirect URI http://redirecturi.. and click create.

  7. Go to the new application NAME_TEST and click Settings

  8. Click Required permissions

  9. Click Add

  10. Click Select an API

  11. Choose “Office 365 SharePoint Online” and click select

  12. Under "Delegated Permissions" check the boxes in front of

    1. Read and write items and lists in all site collections

    2. Read and write items in all site collections

    3. Read items in all site collection

  13. Press the Done- button at the bottom

  14. Copy the Application ID and fill it in for the UCC setting
    “CopyRecordingToSharePointOnlineAADClientId“

  1. Navigate to https://login.windows.net/TENANT_NAME.onmicrosoft.com/.well-known/openid-configuration

  2. Tenant ID can be found in authorization_endpoint":"https://login.windows.net/[TENANT ID]/oauth2/authorize

 

To other SharePoint Online with ADFS

Alternative recordings can be saved to SharePoint Online with AFDS.

For this the following settings must be set:

Setting

Value

CopyRecordingToSharePoint

True

CopyRecordingToSharePointIsOnpremises

False

CopyRecordingToSharePointOnlineUri

URL op document library on SharePoint Online

CopyRecordingToSharePointOnlineAFDS

True

 

To fileshare

Alternative recordings can be saved to a fileshare.

Make sure the service account is allowed to write in the fileshare.

For this the following settings must be set:

Setting

Value

CopyRecordingToSharePoint

False

CopyRecordingToUNCPath

UNC path to recording storage location

 

To install directory

Alternative recordings can be saved locally in the install directory

Setting

Value

CopyRecordingToSharePoint

False