Recording Calls and Listening to Call Recordings

The system enables call recording on the server or locally on the client workstation. By default, recording is not in use. The system can be configured so that customer consents define if a call is recorded or not.

Recording can be activated by the user or it can be forced, depending how it is configured in the System Configurator application. Recording files are stored in the recording server. Make sure that the access to the server where the call recordings are saved is limited to specified administrator users only.

A user can be enabled to start and stop local client-side recording in the Communication Desktop (CDT) application. Recordings are saved on the local client workstation and only he or she has access to those files. If customer consents are used in the system, do not enable client-side recording in CDT.

If the component responsible for the recording service closes unintentionally, for example because of a malicious attack, there may be temporary recording files lingering in the defined temporary folder. The temporary files contain a part of the agent and customer discussion, therefore it is recommended to monitor the number of temporary files in the folder and change the default temp location when needed.