Consent IVRs

Consent IVR enables asking a customer's consent to record the call and save the recordings. Use of consent IVR is limited to inbound queue calls and to external callers, internal callers' consent cannot be asked. There is a built-in consent IVR, and you can create custom consent IVRs using the Example_Recording_Consent_IVR.xml as a template.

Taking Consent IVR into Use

  1. Use the built-in IVR if only one consent policy is used in your system; with custom IVRs you can define separate consent IVRs for different queues.

    • Configure the built-in consent IVR in System Services > Recording Settings > Consent IVR. For more information, see Configuring Consent IVR.

    • To make a custom consent IVR, import the example in SC IVR Management > Add New IVR Application > IVR Application Versions > Import, and define the name and IVR number, and set it Active. (Selecting the hosting CEM instance is removed as of 1911.) For more information, see Managing IVR Applications.

      Importing the example consent IVR as such results in three errors as each of the three audio elements require a prompt to be played for the caller.

  2. Configure call recording settings to take customer consents into consideration either in the voice channel, or separately in a specified queue:

    • Define voice channel settings in System Management > Channels > Voice Channel > Recording. For more information, see Configuring Channel Settings. If you take the consent IVR into use on channel level, consent question is asked in all inbound calls, both direct and queue calls.

    • Define queue settings in Queue Management > Queues > Contact Management > Recording. For more information, see Configuring Queue's Contact Management Settings.

Required 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.

The prompts in consent IVR must carry out at least the following tasks:

  1. The first prompt (in consent IVR settings Prompt for Consent Question) expresses the actual question about consent, and DTMF alternatives for answers Yes (the default value is 1) and No (the default value is 0).
  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.

Consent IVR Principle

The consent IVR consists of the following steps:
  1. The ConsentMenu element with an audio element and two choices. This step playes the first prompt to the caller, and receives one of the DTMF answers defined in choices. If no answer is received, the noinput element is used.
  2. The ConsentRegistered element registers the received answer, and returns the call to the queue. The built-in IVR saves the value in the database; in the custom IVR you can select with a checkbox whether the value is saved or not.

    If no appropriate answer is received, the call is not recorded (as if it had the consent value No), but the value is not saved in the database for future calls.

  3. The ConsentNotRegistered element takes care of the no-input case, and returns the call to the queue.