Elective Call Recording
There are a number of methods for recording the audio of calls received by a service. Most of these will cause recording to begin automatically, without the recipient Agent needing to do anything. However, it's possible to allow the Agent to control when the recording starts, suspends, resumes, and is highlighted, as needed. This is known as Elective Call Recording.
Whenever any call recording is enabled, whether for a service, an Agent, or a CLI (for indirect access calls), some available options include elective recording:
- Elective only means that calls will not be recorded unless the Agent (or person making the IDA call) elects to do so.
- Automatic with elective means that a proportion of calls will be recorded automatically but the Agent has the ability to start and control recording if needed. This is not available for registered CLIs making IDA calls.
- Automatic only, where elective is not mentioned. This means a proportion of calls are recorded automatically, and there is no option for the Agent to override this.
As long as elective recording is enabled for a service, you can change the initial recording behaviour of a queue within that service, if needed. For more information, see Changing the Initial Behaviour of Elective Recording in a Queue.
During a call, if elective recording is enabled the Agent (or person making the IDA call) has several options for controlling the duration of that recording:
- Pressing the star (*) DTMF key will start recording. If recording is already in progress, pressing the star key again will cause it to be highlighted in the call log, in cases where particular attention is warranted.
- Accessing the mid-call menu with the hash (#) key, then pressing 4, will initiate call recording. This is particularly useful if the Agent wishes to start recording during an enquiry call.
- However call recording was started—automatically or electively—pressing the DTMF 0 key will suspend that recording. It can be resumed using any of the available methods above.
You can override elective call recording via DTMF on a per-queue basis if needed, preventing people from using it where it is not appropriate. For more information, see Preventing DTMF Control of Elective Recording in a Queue.