Recording
It's possible to record calls in Sinch Contact Pro. Recording can happen automatically, either with or without the agent knowing, or starting the recording can be left to the users. Recording can be defined on different levels: for users or queues.
The legislation related to data protection and privacy varies in different countries. You may need to inform the other party that a call is being recorded. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to these issues.
It is possible to ask for customer consent for call recording with a consent IVR, or import them from an external system.
Call recordings can be automatically copied from Sinch to your own AWS S3 bucket.
In you can configure the following items
General Information
Recording Settings
The use of recording in your system involves defining the recording mode :
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The option Specified for User, Queue or Campaign enables that recording can be defined for users or queues. You must still activate recording for each user or queue.
If both queue recording and user recording are activated, two separate recordings are created.
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If you force the recording (the options Forced (All Users) and Forced and Hidden (All Users)), all calls are recorded and you do not have to define any other recording settings.
Recording metadata
Sinch Contact Pro generates a call metadata file, known as a Contact Trace Record (CTR) file, for each recorded call. The file can be used within a quality monitoring system for different purposes, such as linking a call to an action in the screen if the screen is also recorded.
To replicate recordings and CTR files to your Amazon S3 bucket, contact Sinch via a service request.
The file is in JSON format and contains the following information:
{"Agent": {"Username":"agent1",
"ConnectedToAgentTimestamp":"2023-04-28T09:07:59Z",
"AfterContactWorkStartTimestamp":"2023-04-28T09:08:11Z"},
"Channel":"VOICE",
"ContactId":"Contact Pro unique ID",
"CustomerEndpoint":{"Address":"+123123123",
"Type":"TELEPHONE_NUMBER"},
"DisconnectTimestamp":"2023-04-28T09:08:11Z",
"InitialContactId":null,
"InitiationMethod": "OUTBOUND",
"Recording":{"Location":" location of the recording"},
"SystemEndpoint":{"Address":"XXXX"}
"Attributes": {
"QueueId":"F79DF5E1-F123-456-A1D2-1234E567C890",
"QueueName": "Sinch Phone Queue2 +35812345678 (Hunt Group)",
"QueueLanguage": "EN"}}