Changing the Initial Behaviour of Elective Recording in a Queue

When elective call recording is enabled for a service, and a call reaches a queue in that service, recording will not automatically begin by default when that call is answered. However, the Agent who answers the call can initiate recording manually.

Calls that enter a queue while they are already being recorded will continue their recording, but elective recording can be used to suspend, resume, and highlight that recording as needed.

If the Agent that answers the call is configured to never record calls, any ongoing recording will be suspended for as long as they remain on the call.

You can change the initial recording behaviour of calls entering a queue when elective recording is enabled to any of the following:

Option Description
Take no further action when the call is answered

If recording is not already in progress, it will not begin automatically when the Agent answers. The Agent still has the option to electively start and suspend recording as needed.

This is the default option.
Record all calls starting from when the Agent answers If recording is not already in progress, it will begin automatically when the call is answered by the Agent, who can then suspend and resume recording as required.
Only record calls if the Agent that answers has call recording enabled

If recording is not already in progress, the Agent's outbound call recording settings will be used to determine whether recording should start. The Agent can then start, suspend, and resume recording as normal.

Implementation

  1. Access the configuration page for the intended IVR.
    1. Access the list of services for the intended Customer.

      1. Access the details page for the intended 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.
      1. Select the Services tab.
    1. 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. Use the first radio button set to select the intended option.
  5. Click Save Changes at the bottom of the page.