Configuring Consent IVR

Added in 1711.

With this block, configure the built-in consent IVR for asking the customer consent for call recording.

Consent Prompts

Note: The system includes built-in example prompts for consent IVR as of 1911. Make sure that these prompts fulfill your needs, or make your own ones locally according to your needs and local regulations.
  1. The first prompt (in consent IVR settings Prompt for Consent Question) expresses the actual question about consent, and DTMF alternatives for answers Yes and No.
  2. The second prompt (Prompt for Registered Consent) informs the caller that the consent information has been registered.
  3. The third prompt (Prompt for Consent Not Registered) informs the caller that no consent is registered.

If you you make your own prompts, record the audio files, bring them into systems as prompt files with the type IVR Prompt, and create corresponding prompts with the type IVR Prompt.

Configuring Built-In Consent IVR

  1. Consent IVR Number: To find an appropriate number, click the Number Viewer button in the upper-right corner of the view.
  2. Prompt for Consent Question: Select the appropriate IVR-type prompt that asks the consent question.
  3. Prompt for Registered Consent: Select the appropriate IVR-type prompt that informs the caller that his consent is registered.
  4. Prompt for Consent Not Registered: Select the appropriate 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.
  5. Accepting Character: Define the DTMF character with which the caller can give his consent. The default value is 1.
  6. Rejecting Character: Define the DTMF character with which the caller can decline his consent. The default value is 2. (Changed in 1911 from 0 to 2. The existing systems still operate with 0 after upgrade.)
  7. Timeout for Answering: Define how long time the system waits for the answer.
  8. Number of Retries: Define how many times the consent questions is asked if no answer is received.
  9. Optional settings:
    • Use Early Queuing: Use early queuing time for asking the consent. To use Early Queuing, it must be configured in the system, see Early Queuing and Toll-Free Queuing.
      Note: To use early queuing for asking questions to be answered with DTMF characters, DTMFs must be sent in RTP.
      .
    • Interrupt Consent Question Prompt When Answered: Interrupt playing the audio prompt for consent question when the caller answers it.
  10. Save settings.

Recording Behavior with Consents

In addition to this configuration, you need to define the recording behavior with consents either for the voice channel or a queue. For more information see Configuring Channel Settings or Configuring Queue's Contact Management Settings.