Changing What Gets Recorded While a Caller is On Hold

By default, whenever callers are put on hold by an Agent as part of an enquiry call, any ongoing call recording will capture what the caller hears and says for the duration of the hold.

If you would rather record what the Agent hears and says during some or all of that time, you can do so.

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. Under Recording While Caller is On Hold, use the radio buttons to select the intended option.
5. Click Save Changes at the bottom of the page.