Call recordings

What it is for

EasyUC can record calls that run through a script or an attendant console. The recording is made on your own server, because EasyUC holds these calls on its CTI ports. The files stay on the system and are deleted automatically after the configured retention.

There are three triggers. At the script, EasyUC records every call of the script. At the console, EasyUC records every call as soon as the attendant is connected. In addition or instead, the console can allow attendants to record individual calls manually.

The recordings are stereo files in WAV format: the left channel contains the caller, the right channel what the caller hears. Recordings of Teams calls through the integrated SBC are covered in the chapter "Retention, captures and call recordings".

Prerequisites

Licence module acd.
For scripts: ROLE_APP_ACD_WORKSPACE with ROLE_APP_ACD_SCRIPTS and ROLE_APP_ACD_SCRIPTS_EDIT. For consoles: ROLE_APP_ACD_ATTENDANT and ROLE_APP_ACD_ATTENDANT_EDIT. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
A legal basis and a notice to callers, for example through an announcement at the start of the call. Switching recording on requires an explicit confirmation.
Sufficient storage. All finished recordings together are limited to a quota (default 20 GB).

Step by step: Switch on recording for a script

Open Calling Features → Calls → Calling Features and click Edit on the script.
Under Call recording, tick Record every call of this script.
Enter Keep recordings (days).
Read the legal notice and tick I confirm that callers are informed about the recording and that recording these calls is permitted.
Click Save. The form then shows Legal notice confirmed on with the date.
Add a Play AI Text block with the notice about the recording at the start of the call flow.

Step by step: Switch on recording for a console

Open the console under Calling Features → Calls → Attendant Console and switch to the Behaviour tab.
Under Call recording, tick Record every call automatically, Attendants may record calls or both.
Enter Keep recordings (days).
Confirm the legal notice with the checkbox.
Click Save.
With manual recording, the attendant clicks Record during the call and Stop recording to end it.

Step by step: Listen to, download and delete recordings

For a script, open the form through Edit and scroll down to the Recordings list. For a console, open the Recordings tab.
In the Listen column, click Play. The recording is loaded and a player appears.
Under Actions, click Download recording.
Click Delete recording and confirm Delete this recording?
Page with Back and Next. Use Reload to refresh the list.

Fields and options

Fields and options
Field / action	Meaning and use
Record every call of this script	At the script. Records from the moment EasyUC answers.
Record every call automatically	At the console. The recording starts as soon as the attendant is connected and ends with the call.
Attendants may record calls	Shows a record button in the console for active calls. Without this setting the attendant has no record button.
Keep recordings (days)	1 to 3650, default at the console 30. Applies to recordings that start after saving.
Legal notice	Confirmation is mandatory when switching on for the first time. The time of the confirmation is displayed.
Columns of the list	Start of call, Caller, Called number, Started (Automatically or Manually with name), Length, File size, Deleted on, Listen, Actions.
State	Recording while a recording is running, Failed for an aborted recording. The number of running recordings is shown above the list.
Storage used by all recordings	Used storage compared with the quota. From 90 % the display is highlighted.
Limits	At most 100 simultaneous recordings. A single recording ends after 4 hours. If the quota is reached, no new recording starts.

Check the result and narrow down errors

After a test call the recording is in the list, during the call with Recording. In the console the call card shows Recorded automatically since … or Recording started by the attendant, since ….
Bitte bestätigen Sie den rechtlichen Hinweis, bevor Sie die Aufzeichnung einschalten. (script; "Please confirm the legal notice before you switch recording on.") or Please confirm the legal notice to switch recording on. (console).
Die Aufbewahrung der Aufnahmen muss eine ganze Zahl von 1 bis 3650 Tagen sein. ("The retention of the recordings must be a whole number from 1 to 3650 days.")
No recording yet. No call has been recorded yet, or the retention has expired.
Recording is not enabled for this console. The attendant is not allowed to record manually.
Teams calls cannot be recorded here yet. Manual recording applies to calls that EasyUC holds on a CTI port.
The recording could not be started. Quota exhausted or too many simultaneous recordings. Delete old recordings or shorten the retention.
The recordings could not be loaded., The download failed., The recording could not be deleted. Reload the page and check the permission.
A recording is set to Failed: the media server was restarted during the recording or could not save the file.