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Introduction

This article describes the options for call recording settings via the Queues section of the Premier Contact Point Administration module.

Background

Inbound and outbound calls in Premier Contact Point can be recorded. The configuration of call recording is set a queue based level and there are various options available for how calls can  be recorded providing flexibility amongst different queues.

How to access the call recording settings

  1. Select Queues from the Administration menu panel, then click on a queue to edit it.
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  2. Navigate to the Recording section from the blue menu panel to access the recording settings for the queue.

This will display the queue recording settings, each setting is described in more detail below.

 

GENERAL RECORDING SETTINGS

Setting Description
Automatically record all contacts With this option enabled, calls will automatically start recording when connected to an agent.

 

VOICE RECORDING SETTINGS

Setting Description
Allow agents to start / stop voice recording Three options are available (only one can be set)

  • Never = Agents will not be able to start / stop a call recording at any point during a call.
  • Anytime = Agents will be able to start / stop a call recording at any point during call.
  • Within = Agents will be able to stop / start a call recording with the duration specified, once the timer has expired agents will no longer be able to stop / start a call recording.
Disable recording while in IVR With this option enabled, the call recording will not record the caller during an IVR / Contact Flow before being connected with an agent.
Disable recording while in queue With this option enabled, the call recording will not record the caller during a queue messaging loop before being connected with an agent.
Disable recording while on hold With this option enabled, the call recording will not record when a caller is placed on hold.
Record through consultation With this option enabled, the call recording will record the consultation section of a call with another agent, queue or external third party.
Record through transfers With this option enable, the call recording will continue to the record the caller and external third party once the agent has released from the contact.

 

Changing recording settings will apply immediately to the queue. Before changing a recording setting please ensure you know what the change will do.

If you are unsure, please contact the Service Desk for further advice.