Preventing DTMF Control of Elective Recording in a Queue

When elective call recording is enabled for a service, and a call reaches a queue in that service, you may want to prevent Agents in that queue from starting, suspending, or highlighting the recording with their DTMF keys.

Implementation

1. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

1. Locate the intended queue node and click its Config link.
2. Select the In Call tab.
3. Locate the Other Call Recording Options section.
4. Tick the Disable DTMF Call Recording Control check box.
5. Click Save Changes at the bottom of the page.