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.

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 Enterprise license and higher

For Direct Routing, you can use Direct Call Interceptor:

Via Inflight Snapper, Learn More
Via WebAgent, Learn More

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.

Obtaining the Azure Client ID

Sign into the Azure Portal
Go to the Active Directory Tab,
Go to App-Registration and click Add
Give it a name like NAME_TEST
Choose for Application type “NATIVE” and press the arrow key on the bottom right.
Fill in a redirect URI http://redirecturi.. and click create.
Go to the new application NAME_TEST and click Settings
Click Required permissions
Click Add
Click Select an API
Choose “Office 365 SharePoint Online” and click select
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
Press the Done- button at the bottom
Copy the Application ID and fill it in for the UCC setting
“CopyRecordingToSharePointOnlineAADClientId“

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