Company administrators can specify the audio and DTMF key settings for allowing a caller to opt in or out of call recording.
The possible settings are:
- Default – By default, the company will use the setting as defined by the platform owner
- Off – By default, the company will not record calls. No calls will be recorded unless a contact (or agent) opts in (permits call recording)
- On – By default, the company will record calls. All calls will be recorded unless a contact (or agent) opts out (prohibits call recording).
| Note: The calls legs to record are specified under: Call Handling > Queues > Queue Recording. |
The default call-recording mode is set up by the platform owner.
Configure caller recording options for a queue: #
When selecting DTMF keys you should enter a key in the range 1 to 9, or # or *. Text will be displayed on the Recording Opt In/Out tab if outbound recording has specifically been set to Off (disabled) or On (enabled) for this company.
- Click Call Handling > Queues on the menu bar
- Select (or add) the appropriate call queue
- Click the Recording Opt Out/In tab
- Note: On this tab, text is displayed if outbound recording has specifically been set to Off (disabled) or On (enabled) for this company.
- For Recording Opt-In Audio, select the opt-in announcement to play to the caller from the dropdown list.
- This can be either an audio file or a playbook. The opt-in audio might describe the DTMF options available to the caller to either allow or prohibit recording. For example, “To allow recording, press 1. To prohibit recording, press #.”
- Note: The audio file or playbook must already have been added to the system.
- For Delay After Playing Audio, specify the number of seconds within which the caller must either opt in or opt out
- For DTMF Key To Accept Recording Opt-In, specify the DTMF key that the caller must select to allow recording (opt in)
- For DTMF Key To Reject Recording Opt-In, specify the DTMF key that the caller must select to prohibit recording (opt out)
- Note: You can configure either one or both DTMF keys. If only one DTMF key is configured then, after the timeout, the opposite will take effect. For example, if only DTMF Key To Accept Recording Opt-In is set and the caller does not select this DTMF key before the timeout, the system assumes that the caller opts out of (prohibits) call recording. If both DTMF keys are configured and the caller selects neither DTMF key before the timeout then, after the timeout, the Recording Opt-In Audio is replayed to the caller.
- Click Add or Save Changes, as appropriate
| Note: Recording announcements and music can be defined for individual queues under the Audio tab. |
Definitions #
- Recording Opt-In Audio: An additional opt-in announcement to play to the caller. This can be either an audio file or a playbook.
- Delay After Playing Audio: The number of seconds within which the caller must either opt in or opt out.
- DTMF Key To Accept Recording Opt-In: The DTMF key that the caller must select to allow recording (opt in).
- DTMF Key To Reject Recording Opt-In: The DTMF key that the caller must select to prohibit recording (opt out).
Additional Information #
- Administrators must have the Queues: Modify privilege to configure caller recording options for a queue.
- Call recording is a licensable feature of the system.