Changing What Gets Recorded When a Caller is Transferred

By default, if a Caller is transferred (patched) to a third party by an Agent as part of an enquiry call, any ongoing call recording will continue, capturing subsequent conversations until the call ends or the recording is otherwise suspended.

You can change this behaviour so that the recording is automatically suspended or stopped when the call is transferred.

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 When Patching/Transferring Calls, use the radio buttons to select the intended option.
5. Click Save Changes at the bottom of the page.