Call RecordingUser Guide

Schmooze Com Inc.

Chapters

Overview Logging In Creating a Call Recording Rule Extension Level Call Recordings Queue Level Call Recordings Inbound Route Level Call Recordings Recap

Overview

Call Recordings provide the ability to force a call to be recorded or not recorded based on a call flow and override all other recording settings. If a call is to be recorded, it can start immediately. This will incorporate any announcements, hold music, etc. prior to being answered. It can also have the recording start at the time that call is answered.

Lots of modules inside your PBX admin GUI allow you to control call recordings directly, such as the Queues, Inbound Routes, Ring Groups and Extensions modules. This module is designed to allow you to force a call to start recording prior to going to a specific destination that does not allow call recordings to be set, such as a page group or a specific IVR.

In our example, we have an inbound route set to go to IVR Main. We are not doing call recordings on the inbound route but, in the IVR Main, if they press option 2 they will be routed to a sub IVR. We want to start recording any calls that go to our sub IVR called “Support.” So, in the IVR Main, we point option 2 to go to our call recording called “Support IVR,” which starts the call recording then routes the call to the IVR Support.

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Call RecordingUser Guide

Logging In

• Log into the Call Recording module and you should see a screen like this. On the right will be a list of all your call flow toggles that you have setup. You can edit or delete any of these entries or add new ones.

Creating a Call Recording Rule

• Description- The descriptive name of this call recording instance. For example "Support IVR Recording.”

• Call Recording Mode- Controls or overrides the call recording behavior for calls continuing through this call flow. “Allow” will honor the normal downstream call recording settings. “Record on Answer” starts recording when the call would otherwise be recorded ignoring any settings that say otherwise. “Record Immediately” will start recording right away capturing ringing, announcements, MOH, etc. “Never” will disallow recording, regardless of downstream settings.

• Destination- Select the direction that you want to record calls. For our example, we are capturing every call through the Support IVR after it starts recording.

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Call RecordingUser Guide

Add Call Recording

Add Call Recording Instance

Destination:

Description:

Call Recording Mode: Allow

== choose one ==

Submit Changes

Call Recordings provide the ability to force a call to be recorded or not recorded based on a call flow and override all other recording settings. If a call is to be recorded, it can start immediately which will incorporate any announcements, hold music, etc. prior to being answered, or it can have recording start at the time that call is answered.

Add Call Recording

Record Immediately

Support IVR Recording

Add Call Recording Instance

Description:

Call Recording Mode:

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• Submit Changes- Will submit your changes. You will also then have to apply the configuration changes.

As we stated earlier, you can also set call recordings at the following module levels directly:

• Extensions• Queues• Inbound Routes

Extension Level Call Recordings

• Within each extension, you have the ability to configure call recording rules for that extension.

• Policies

◦ Inbound External Calls- Recording of Inbound calls from external sources. ◦ Outbound External Calls- Recording of outbound calls to external sources. ◦ Inbound Internal Calls- Recording of calls received from other extensions on the system. ◦ Outbound Internal Calls- Recording of calls made to other extensions on the system.

Call RecordingUser Guide

SC-Business Hours Support IVRIVR

Destination:

Submit Changes

Recording Options

Inbound External Calls

Outbound External Calls

Inbound Internal Calls

Outbound Internal Calls

On Demand Recording

Record Priority Policy 10

Always

Always

Always

Always

Disable

Don’t Care

Don’t Care

Don’t Care

Don’t Care

Enable

Never

Never

Never

Never

◦ On Demand Recording- Enable or Disable the ability to do on demand (one touch) recording. The overall calling policy rules still apply and if calls are already being recorded they cannot be paused. Please see “Feature Codes” for how to start a recording. The default feature code is *1. ◦ Record Priority Policy- Call recording policy priority relative to other extensions when there is a conflict between an extension wanting recording and the other not wanting it. On a tie the global policy (caller or callee) wins.

• Options

◦ Always- Always record calls. ◦ Don’t Care- If another user is calling you and wants to record the call, you will allow the call to be recorded. ◦ Never- Never record calls and if another user is trying to record the call with a lower record priority policy, the “Never” settings will win over the other users “Always” setting. Queue Level Call Recordings

Within each queue you have the ability to set the recording parameters. It is important to note that these recording parameters override individual user extension recording settings. In each Queue, under “General Options,” you will see the following.

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Call RecordingUser Guide

General Queue Options

Ring Strategy:

Autofill:

Skip Busy Agents:

Queue Weight:

Music on Hold Class:

Ringing Instead of MoH:

Join Announcement:

Call Recording:

Recording Mode:

Caller Volume Adjustment:

Agent Volume Adjustment:

Mark calls answered elsewhere:

ringall

0

none

None

wav

Include Hold Time

No Adjustment

No Adjustment

No

• Call Recording- Select the format you would like the calls recorded in. (Recorded calls are saved to /var/spool/asterisk/monitor.) The recommended format is wav.

• Recording Mode- Choose “Include Hold Time” in the recording so it starts recording as soon as the call enters the queue, or defer recording until “After Answered.” The call is then bridged with a queue member.

Inbound Route Level Call Recordings

• Within each inbound route you have the ability to record calls.

• Call Recording- Controls or overrides the call recording behavior for calls coming into this DID. “Allow” will honor the normal downstream call recording settings. “Record on Answer” starts recording when the call would otherwise be recorded ignoring any settings that say otherwise. “Record Immediately” will start recording right away capturing ringing, announcements, MOH, etc. “Never” will disallow recording, regardless of downstream settings. So, if we set “Disallow” on this inbound route and you try to start a recording at a later level such as a queue or extension, the call will not be recorded.

Recap

• As we can see, you have lots of control and options over call recordings. The most important thing to remember is the structure in which a call is decided to be recorded or not. The hierarchy of permissions over the ability for a call to be recorded is as followed:

◦ Inbound Route- Inbound route has the highest permissions. So, if a route is set to “Never Allow Call Recording,” anything that tries to start the call recording later will not be able to record the call from the inbound route set to “Never.” ◦ Queues- If a queue is set to “Record the Call,” any call recording settings on an extension will be ignored and if the queue is set to “Never Record,” an extension does not have the ability to record the call. ◦ Extensions- The lowest level of permissions. So, as long as something before the call reaches the extension has not set “Call Recording On” or “Never Allow Call Recordings, the extension will be able to start the call recording.

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Call RecordingUser Guide

Call Recording

Call Recording: Allow

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