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, queues, and campaigns.

Note:

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.

In System Services > Recording Settings you can configure the following items

General Information

Recording Settings

The use of server-side recording in your system involves the following things:

  1. Values for the following variables have been defined in Infrastructure Administrator (IA) at least for one MRS module:

    • Use for Server-Side Recording

    • IP Address for RTP Stream

    • Maximum Number of Simultaneous Recordings

    • First Port of Recording Area

    For more information, see the section Media Routing Server (MRS) Variables in the Infrastructure Administrator document.

  2. The above mentioned recording MRS module must be linked to appropriate end points in the System Configurator System Management > Module > Media Routing Server. For more information, see Linking Media Routing Server (MRS) to Other Modules.

  3. Recording mode must be defined.

    For more information about the recording settings in SC, see Configuring Recording Settings.

    • File Location defines the global path where the recordings are saved. We recommend using this global path.

    • The option Specified for User, Queue or Campaign enables that recording can be defined for users, queues, and campaigns. You must still activate recording for each user, queue, and campaign.

      If both queue recording and user recording are activated, two separate recordings are created.

    • 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.

Recordings in Multiterminal Desktop (MTD) Mode

If CDT users are in the MTD mode and have the server-side recording option Controlled by User or Controlled by User and Enabled by Default enabled, the logic of creating the recording files differs from the CDT recording without the MTD mode. In the MTD mode, the Recording option in CDT 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)

The behavior is different for CDT without the MTD mode. In a normal server-side recording in CDT, the Recording option controls the duration of the recording. This means that the call recording starts when the Recording option is selected, and recording is paused when it is deselected.

example:

  • If CDT is the terminal for outgoing calls (instead of a desk phone or mobile phone), these calls are recorded using the normal CDT recording.

  • If CDT is the terminal for inbound calls (instead of a desk phone or MTD), these calls are recorded using the normal CDT recording.

  • If the MTD terminal is used for outgoing and inbound calls, the MTD recording is used.