Configuring Recording Settings

You use this procedure to configure recording settings.

  1. On the System Configurator main screen, choose System Services > Recording Settings.
  2. Configure the settings according to the following table.

    Field

    Function

    File Location

    The central location where call recordings are saved

    Note: If you need to update this setting in Sinch Contact Pro cloud, contact Sinch support.

    Recording Mode

    Define the recording level for your system.

    • Disabled

      No recordings are saved onto the server. This setting affects all calls (direct, queue and campaign calls) in the system.

    • Specified for User, Queue or Campaign

      Recording is carried out in specified situations. This means that administrators define that users have the recording option available and they can decide which direct calls to record, or that some queue calls are recorded automatically. You must still activate recording for each user, queue, and campaign.

    • Forced (All Users)

      All calls that a user makes or answers are recorded and also reported into the conversation history. Users are aware of recording (that is, the Recording checkbox is displayed on the user interface).

    • Forced and Hidden (All Users)

      All calls that a user makes or answers are recorded but no information is stored into the conversation history view. Users are unaware of recording.

    Stop queue recording when:

    Call transferred to external number

    To stop queue recording if the call is transferred to an external number, select this option. By default, queue calls transferred to an external number are recorded. This setting affects all queue recording modes.

    Stop queue recording when:

    External participant added to conference

    To stop queue recording if an external participant is added to a conference call, select this option. External participant means a person whose number is not found in Sinch Contact Pro. You can only select this when Call transferred to external number is also selected.

    Note: Recording will not continue when the external participant leaves the call.

    Automatic File Removal

    Enter a date after which the recorded files are automatically removed.

    Subfolders Created

    Defines how subfolders for call recordings are created

    Note: If you need to update this setting in Sinch Contact Pro cloud, contact Sinch support.

    The folder names for the recordings are created as follows:

    • Monthly

      The file name format is yyyy_mm\dd_hh_mm_ss_SSR_nr_callid>.wav

      For example 2012_03\03_13_41_38_SSR_102_985A0567894562FAB3698558993347E5.wav

    • Weekly

      The file name format is yyyy_mm_ww\dd_hh_mm_ss_app_callid.wav, where ww is the number 00 to 04 of weeks in the month mm.

      For example 2012_03_03\27_13_41_38_SSR_Cr_985A0567894562FAB3698558993347E5.wav

    • Daily

      The file name format is yyyy_mm\dd\hh_mm_ss_app_callid.wav

      For example 2012_03\27\13_41_38_SSR_Cr_985A0567894562FAB3698558993347E5.wav

    • Hourly

      The file name format is yyyy\mm\dd\hh\mm_ss_app_callid.wav

      For example 2012\03\27\13\41_38_SSR_Cr_985A0567894562FAB3698558993347E5.wav

    • In Root Directory

      Recordings are saved directly to the REC/ folder with the file format yyyymmdd_hh_mm_ss_app_callid.wav.

    • Options User (Monthly), User (Weekly), and User (Daily) mean that the recordings are saved in folders created at the root level: REC\[user's extension number]\ after which the structure of the folders follows the format of options Monthly, Weekly, and Daily.

    In the file format above, nr is either the user’s extension number, or Cr for call based recordings, such as queue recordings, where the owner of the call can change.

    File Format for Recordings

    Choose the file format in which recordings are created:

    • PCM: Audio file is not compressed, the file size is approximately 1 MB per minute. If you use the Record in Stereo option, the file size is doubled.

    • GSM: Audio file is compressed, the file size is approximately 1/9 of that of the PCM option, and some deterioration of voice quality may occur. Stereo recording cannot be used with GSM. You cannot use this option for Communication Panel.

    • Opus: Audio file is compressed, disc space usage is approximately 6 Mb/hour for mono and 12 Mb/hour for stereo recordings. Online Monitoring uses Windows Media Player for playing call recordings. Since the player does not support any open source voice codecs such as Opus, users cannot listen to recordings in the Opus format in Online Monitoring.

    • If you choose the empty option, the default format, PCM, is used.

    Playing the created call recordings is supported in the following applications:

    • PCM (wav): Supported in Communication Panel
    • Opus (opus): Supported in Communication Panel

    Record in Stereo

    Select this option if you want MRS servers to record files in stereo. You can use this option with PCM and Opus file formats. Note also that the stereo recording doubles the file size.

    The voice of agent and customer are separated into different channels. This enables easy separation of the speaker for speech-to-text software and running the call transcript through AI.

    Use Local Time for Timestamps

    Select this option if you want to use local time instead of Universal Time Coordinated (UTC) in the file names of the recorded calls.

  3. Save your entries.