Recording Calls

As of 1711, the contact center may use the customer consent feature. This means that before the call is allocated to you, IVR has asked the customer a permission to record the call. If the customer doesn't give the consent there may be special cases (for example emergency or threatening situations) in which you need to record the call. If you have server-side recording enabled and you can control the recording yourself, CDT asks you if you want to record the call despite the lack of consent. If you click OK, the call is recorded and saved into the database. Do not use client-side recording.

Note that these cases may be included in audit logs.

If you use client-side recording or if the server-side recording is not forced, you can start and stop the recording any time during an active call.

Note the following about recording in the MTD mode:

• You cannot use client-side recording with the MTD function. If you have the client-side recording activated before you activate MTD, this recording method is disabled. If you have rights to use the server-side recording, your calls are recorded using the server-side recording method.

• If administrators have enabled the server-side recording method and you are able to control the recording yourself (in other words, it is not forced), the logic of creating the recording files differs from the CDT recording without the MTD mode. In the MTD mode, the Recording option controls the lifetime of the call recording file. If this option is selected when the call ends, the recording file is saved and can be listened in the History view. If the Recording option is not selected, the recording file is deleted. Selecting and deselecting the Recording option during the call has no effect on the duration of the recording: the call is always recorded from the beginning. (Changed in SP06)