Recording

Properties related to call recording and access to call recordings in the Archive.

• Allowed to play Recordings and see chat logs/SoMe content in Archive: Default ON. If OFF, the user cannot play call recordings or see chatlogs in Archive.
  (If this property is off, the user cannot download/delete recordings even if the download/delete properties are ON).
• Allowed to download Recordings from Archive. Default OFF.
• Allowed to delete Recordings and chat logs from Archive: Default OFF. If ON, the user can delete recordings and chatlogs from Archive.
• Enable Send links (default OFF and not shown if OFF). Needs to be turned ON by Puzzel.
• Allowed to send link to call recordings/chats to external users: Default OFF. Action Send link to external user will appear for a user only if Enable Send links is ON and this property is ON for the user. 
• Allowed to send link to call recordings/chats to internal users Default OFF. Action Send link to internal user will appear for a user only if Enable Send links is ON and this property is ON for the user. 
• Censor recordings button visible: If agents should be able to Censor an ongoing recording in the agent application.
• Limit Archive recording access to days: If a user should have access to recordings to a shorter time period than the actual storage time, then specify the number of days here.
• Manually recording allowed: Default OFF. Turn ON for agents who should be able to manually start a call recording.
• Recording of conversations Forced on agent: If turned ON, all calls to agent(s) (in this user group) are recorded (unless the caller denied call recording). However, if agent1 (with forced recording OFF) initiates a call to agent2 (with forced recording ON), the call will not be recorded since agent1 is the active agent)
  (Recording can also be configured on queue level, which is done on page Services - Queues under System queue settings)
• Recording of the agent if recording is ‘forced’ on agent/queue and caller denies recording: Default OFF. If property is turned ON, the agent leg of a call will be recorded if you have configured 'forced' recording on agents or queue and the caller in the IVR denies recording. If you consider turning it on, we strongly recommend you consider if it's needed, and if so, you should inform agents about it. In the agent application the agent will see "Automatic Recording (without caller)" if such a recording is happening. 
• Require Reason for playback/delete/download (#txt or reason1;reason2;reason3): Default empty (=OFF). If you want to require that a user that wants to play/delete/download a call recording in the Archive must enter a reason, please add "#txt" if a free text reason should be entered when clicking Play, or add several reasons (separated by ;) to appear in a list box, on company level or for selected user groups.    
• Restricted recordings access: If some calls are classified as 'restricted' based on the caller's menu selection (resulting in a call_variable 'SET_RESTRICTED'), you can turn off this property for the user groups/users that should not have access to restricted call recordings. This property does not yet work! 
• Properties related to new feature/addon with a price coming later in 2024 (Send secure link to recording(s)): 
  • Send link to recording(s) – Availability for days: How many days the external user should have access to the recording(s)
  • Send link to recording(s) – Email Body: Default text (editable) when Archive user sends the external link 
  • Send link to recording(s) – Email Body (internal): Default text (editable) when Archive user sends the internal link 
  • Send link to recording(s) – Email From: The sender address used in the email
  • Send link to recording(s) – Email Subject: The subject in the email
  • Send link to recording(s) – Playback page default Language: The language on the Playback page for the external user 

Please note that if a user is given access to see accordion Recording on page Users – Products (Administration property Show pagegroup Recording is ON), this user also has access to turn on/off recording per system queue on page Services – Queues.

A description of what is recorded during a call (e.g. how the consult part is treated) can be found in the Feature guide article for Call recording.