Enabling Inbound Call Recording for a Service

The following describes how to set which inbound calls to a specific service have their audio recorded.

Implementation

1. Access the relevant Service Details page.
   Viewing the details of a service...

   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.

   3. Locate the intended service and click its Service Details link. This will open a new page.

2. Select the Recording tab.

3. Scroll down to the Call Recording section.
4. Use the first radio button to choose an option based on your requirements.
   Call Recording options...

   When choosing one of these options, you will need to consider the following criteria:

   • What proportion of inbound calls to this service should be audio-recorded. This can either be no calls (default), all calls, or a percentage that you specify.

     Choosing to record a certain percentage of calls means that each time a call occurs it is as likely to be recorded as the percentage you chose.

     For example, if you chose to record 80% of calls, each new call has an 80% base chance of being recorded. For that reason, the actual number of calls that are automatically recorded will be close to—but not exactly—80% of the total.

   • Whether or not to allow elective recording, where Agents can manually control recording on a per-call basis via DTMF or their voice Cxp interface; and elective highlighting, where Agents can manually flag the recording to appear highlighted in the relevant call log, for attention.

   If you've chosen to record a set percentage of inbound calls, be sure to change the percentage to what you want.

5. Recordings are mono (single channel) MP3s by default, with the voices of all call participants captured on one channel. If you intend to perform Speech Analytics on call recordings for this service, you will need to record stereo (dual channel) WAVs instead, which will capture the caller audio on one channel and the recipient audio on a second. To enable this, use the Call Recording Format radio button to select Stereo, then select an appropriate price list to determine how this will be charged for.

   An additional charge applies for capturing stereo recordings because of the increased storage requirements of stereo data. You should only enable this feature if you need it, and you are aware of the cost implications of doing so.

6. Click Save Changes.