Background #
Some contact companies use call flows that will automatically route calls into the company service number out to an external destination. For example, an out of hours line may route calls coming in, where no agents are online, out to the agent’s mobile numbers.
We have introduced configuration to give customers the option whether to permit call recording for external destinations. This will allow queue recordings to be generated for these calls.
Configuration #
Reseller Configuration #
To enable this for a Company, this feature needs to be provisioned at the reseller level. Permitting external destination call recording can be enabled at either:
- The Reseller Level so all child companies of that reseller will have it enabled
- The Company Level so specific companies the reseller chooses will have it enabled
System default: Set to OFF (i.e do not permit recording unless explicitly enabled)
External Destination Configuration #
If the feature is turned on for the company, the checkbox to enable it will now be present on each External Destination in the administrator portal. Check “Permit Recording” to enable it.
Functionality #
If configured, recordings will be generated at the Queue Level for calls routed to external destinations. These recordings will apply to calls virtually routed to an external destination in a call flow with the “Route to External Destination” node, and for calls to queues with an external destination configured to the agent group assigned to the queue.
The recording will capture the call between the original caller and the external destination. In TRCA, the queue level call recording will appear with the name of the External Destination, configured in the administrator portal.