Configuring call recording for queues

Call recording determines when calls are recorded and stored in the call-recording platform. Calls might need to be recorded for training or quality auditing. Within queues, administrators can specify the percentage of calls that are automatically recorded for a queue. Administrators can select to:

• Record both legs – Both the caller and the agent are recorded (default)
• Record A leg only – Only the caller is recorded
• Record B leg only – Only the agent is recorded

Note: For a recording to be generated call recording must also be enabled on the agents within the queue as well as queue recording. If the agents in the queue have call recording disabled no queue recordings will be generated.

Click play to watch a video on configuring call recording for queues.

Note: Call recordings are transferred to the call-recording platform (TRCA) via Secure FTP (SFTP).

Configure queue call recording #

Setting the record percentage as 100% will record all queues and setting the percentage as 0% will record no calls. Recording starts when a call is connected to an agent.

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select (or add) the relevant call queue
3. Click the Queue Recording tab
4. In Record Percent specify the percentage of this queue’s calls that should be recorded automatically
5. To record outbound calls from this queue tick the Generate queue level recording on outbound calls checkbox
6. Select the Call legs to record from the dropdown list. This allows supervisors to record ad-hoc agent conversations. One of the following:
   • Record both legs – Both the caller and the agent are recorded (default)
   • Record A leg only – Only the caller is recorded
   • Record B leg only – Only the agent is recorded
7. To allow recording to continue on the agent’s side of the conversation if the caller requests not to be recorded, tick the After Opt-Out Record Agent Only checkbox.
   • Note: This checkbox is only displayed, if both call legs are to be recorded. This setting is used for all recordings of a call, including automatic recordings and supervisor- or agent-initiated recordings.
8. Click Add or Save Changes
9. Call recording will be enabled for the queue

Note: If Generate queue level recording on outbound calls is disabled, no outbound calls made from this queue are recorded. This includes scheduled calls/call slots and campaign calls. However, callbacks generate an inbound call recording and will continue to be recorded even if this checkbox is not ticked.

Call recording audio #

Administrators can define recording announcements and music for individual queues under the Audio tab. It’s also possible to upload additional audio when configuring the Recording Opt-in audio. The extra opt-in audio might describe the DTMF options available to the caller to allow or prohibit recording. For example, “To allow recording, press 1. To prohibit recording, press #.”

• To hear the audio file or playbook that you have selected before saving your settings click the play button
• Refer to Adding Queue audio for help uploading an audio file or playbook

Global Call Recording #

To record all calls for the system you will need to configure every call queue that is used by your company to record 100% of calls.

Definitions #

• Record Percent: The percentage of this queue’s calls that are to be recorded automatically, for example, for quality auditing purposes. Recording starts when the call is connected to the chosen agent.
  • Note: Recording starts when the call is connected to an agent.
  • Note: If the agent does not permit call recording, no recording will be made.Generate queue level recording on outbound callsWhether or not outbound calls that are made from this queue are recorded.
  • Note: If this checkbox is not ticked (disabled), no outbound calls that are made from this queue are recorded. This includes scheduled calls/call slots and outdial-campaign calls. However, callbacks (where calls are held in “virtual” queues) generate an inbound call recording and will continue to be recorded even if this checkbox is not ticked.
• Call Legs to Record: One of the following:
  • Record both legs – Both the caller and the agent are recorded (default)
  • Record A leg only – Only the caller is recorded
  • Record B leg only – Only the agent is recorded.
• After Opt-Out Record Agent Only: Indicates whether or not recording can continue on the agent’s side of the conversation if the caller requests not to be recorded.
  • Note: This checkbox is only displayed, if both call legs are to be recorded. This setting is used for all recordings of a call, including automatic recordings and supervisor – or agent-initiated recordings.

Additional Information #

• Administrators must have the Queues: Modify privilege to configure queue recording.