Managing Recordings

Introduction

A recording captures the conversation between a Customer and an Agent. To enable recording, various settings must be set. See below for various scenarios. These settings also enforce AnywhereNow to play the Welcome Recording audio message directly following the Welcome Message.

The recording will automatically start when an Agent accepts the call and will capture the audio legs where the customer is engaged with other participants, the exception being during the consult phase of a consult transfer, then the conversation between the Agent and the consultee will be recorded while the customer is on hold.

If the customer is simply talking to one Agent and is placed on hold, the recorder is paused and that part of the conversation will not be recorded until the conversation is resumed and the following audio will be appended to the pending audio file.

Agents can optionally be allowed to pause, restart or stop recordings, while the conversation is in progress. Specific settings have to be enabled. See scenario's below.

By default recordings (audiofiles) are saved to a SharePoint library. Various options exist the CopyRecordingToSharePoint parameter must be set to TRUE.

Inbound UCC Recording (Customer-to-UCC-to-Agent)

Note

A Corporate license or higher is required.

For basic inbound recording of calls passing through a 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). A 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., no Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC 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 AnywhereNow application.

Required settings:

UseAudioRecording

Optional Settings:

UseOriginalIdentityWithInbound

For a full list of recording related settings, see: Recording

Direct Inbound Recording (Customer-to-Agent)

Note

An Enterprise license or higher is required to access these features.

For Inbound calls directly to an Agent but intercepted by the UCC, the Interceptor must be enabled, see: Install Interceptor

All direct calls to an agents of that UCC will then be recorded (informal agents When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. or signed-in formal agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC.).

Required settings:

UseAudioRecording

UseInboundAudioRecording

EnableInboundInterception

Optional Settings:

UseOriginalIdentityWithInbound

AutoStartDirectInboundAudioRecording

For a full list of recording related settings, see: Recording

Direct Outbound Recording (Agent-to-Customer)

Note

An Enterprise license or higher is required to access these features.

For Outbound calls directly from an Agent but intercepted by the UCC, the Interceptor must be enabled, see: Install Interceptor

All outbound calls from an agent of that UCC will then be recorded (informal agents or signed-in formal agents).

For Agents using a (Keypad or Campaign) Dialer in the following applications to initiate a call on behalf of a UCC some additional instructions may apply:

For Snapper Keypad Dialer, see: Configure Direct Call Interceptor (DCI) for Snapper
For WebAgent Keypad Dialer, see: Configure Direct Call Interceptor / Outbound Calling for WebAgent
For Campaign Dialer, see: User Guide Campaign Dialer

Required settings:

UseAudioRecording

UseOutboundAudioRecording

EnableOutboundInterception

Optional Settings:

UseOriginalIdentityWithOutbound

AutoStartOutboundAudioRecording

UseOutboundCalling

For a full list of recording related settings, see: Recording

Agent Recording Management

If both settings AgentCanEditAudioRecording and UseAudioRecording (for inbound UCC calls), or UseInboundAudioRecording (for direct calls), or UseOutboundAudioRecording (for outbound calls) are TRUE, an Agent is able to manage the recoding of a conversation.

Additional Recording Settings of Interest

Recordings per Agent

With the setting "CopyRecordingToSharePointLibrarySubFolder" on TRUE, the audio recordings will be stored in a sub-folder of the Recording folder. This enables giving the Agent access to only its own recordings, while a Supervisor could have access to the parent folder.

Note

You can use the setting "CopyRecordingToSharePointLibrarySubFolderFirstLast" to either use the first or the last agent, for those scenario's where calls might get transferred to other agents. The recording can only be saved under one agents name.

Stop Recording after Transfer

With the settings "StopRecordingAfterTransfer" you can stop the recording after a blind- or consultative transfer. By default AnywhereNow will keep recording after the conversation was transferred.

Note

A skill transfer, delight transfer, or leaving a group call is performed, the recording will continue regardless of this setting.

Active (default)

Disabled

Stop Recording after Forward

With the settings "StopRecordingAfterForward" you can stop the recording after a forward. By default AnywhereNow will keep recording after the conversation was forwarded.

Active (default)

Disabled

SharePoint Library Fields Explained

Recordings will be stored in a SharePoint library 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 (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) 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. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.), created by AnywhereNow.
Modified	This is the date the recording is added.
Modified By	This is the account that adds the recording.
Caller	Uri of the customer.