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 )

Note Corporate license or higher.

For inbound recording, no 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 needed. This is a built in functionality of the Anywhere365 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. application.

If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCC will be recorded.

 

Direct recording (Customer > Agent)

Note Enterprise license and higher

For Inbound (direct) recordings, the Interceptor must be installed, Learn More

After installing, the 'UseInboundAudioRecording' setting can be set to true, so that all direct calls to agents of that UCC are being recorded.

If you do not wish to record internal calls between agents (based on the sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. 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 Enterprise license and higher

For Outbound recordings, the Interceptor must be installed, Learn More

After installing, the 'UseOutboundAudioRecording' setting can be set to true, so that all Outbound calls from agents in that UCC are being recorded.

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.

 

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

 

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.

 

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