Consent IVR

Consent IVR allows you to get a customer's permission to record and store calls. There is a built-in consent IVR, and you can create custom consent IVRs using the Example_Recording_Consent_IVR.xml as a template.

If you use your own prompts, create them before configuring the recording-related Consent IVR settings in SC. For IVR configuration, see Consent IVR. The procedure below covers the recording-related settings.

  1. In System Configurator, go to System Services > Recording Settings > Consent IVR.

  2. Configure the settings according to the following table.

    Setting Decription

    Consent IVR number

    To find an appropriate number, click the Number Viewer button in the upper-right corner of the view.

    Use early queuing

    This setting is optional.

    If you use early queuing in your system, you can use the waiting time to ask for the customer's consent.

    Interrupt consent question prompt when answered

    This setting is optional.

    Interrupt playing the audio prompt for the consent question when the caller answers it.

    Prompt for consent question

    Select the IVR-type prompt that asks the consent question.

    Prompt for registered consent

    Select the IVR-type prompt that informs the caller that their consent is registered.

    Prompt for consent not registered

    Select the IVR-type prompt that tells the caller that no consent is registered and no recording is done. This prompt is played if there is no answer after the defined timeout after the last retry.

    Accepting character

    Define the DTMF character with which the caller can give their consent. The default value is 1.

    Rejecting character

    Define the DTMF character with which the caller can decline their consent. The default value is 2.

    Timeout for answering

    Define how long the system waits for the answer.

    Number of retries

    Define how many times the consent questions is asked if no answer is received.

  3. Save the settings.

    Now you need to define recording behavior with consents. You can do this on a channel level or for a specific queue or queues.

  4. Go to Contact management either in channel settings or queue settings

  5. In the Recording block, choose how customer consents are used in recording:

    • Ignore consents (default): Call recording is not affected by customer consent status. This applies whether the consent is given during the call, was previously saved, or was imported from an external system.

    • Ask for and follow customer consent: Calls are recorded only with explicit customer consent. The system checks the database for existing consent, and if it's not found, uses an IVR to request it during the call. Selecting this option for a channel enables consent prompts for all incoming direct and queue calls. This requires that you have added the necessary audio prompts and defined the consent IVR number.