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:

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.

Stop recording

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.

 

Pause recording

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.

 

Restart recording

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:

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:

Obtaining the Azure Client ID

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“

Obtaining the Azure Tenant ID

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:

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:

To install directory

Alternative recordings can be saved locally in the install directory