Configuring Consent IVR

Configure the built-in consent IVR for asking the customer consent for call recording.

Consent prompts

Note:
The system includes built-in example prompts for consent IVR. Make sure that these prompts meet your specific requirements and comply with local regulations. Create custom prompts if the default ones are not suitable.

  • The first prompt (in consent IVR settings Prompt for Consent Question) expresses the actual question about consent, and DTMF alternatives for answers Yes and No.

  • The second prompt (Prompt for Registered Consent) informs the caller that the consent information has been registered.

  • The third prompt (Prompt for Consent Not Registered) informs the caller that no consent is registered.

If you you create your own prompts, record the audio files, bring them into systems as prompt files with the type IVR Prompt, and create corresponding prompts with the type IVR Prompt.

Configuring Built-In Consent IVR

  1. In System Configurator, go to System Services > Recording Settings > Consent IVR.

  2. Configure the settings according to the following table.

    Setting Decription

    Consent IVR number

    To find an appropriate number, click the Number Viewer button in the upper-right corner of the view.

    Use early queuing

    This setting is optional.

    If you use early queuing in your system, you can use the waiting time to ask for the customer's consent.

    Interrupt consent question prompt when answered

    This setting is optional.

    Interrupt playing the audio prompt for the consent question when the caller answers it.

    Prompt for consent question

    Select the IVR-type prompt that asks the consent question.

    Prompt for registered consent

    Select the IVR-type prompt that informs the caller that their consent is registered.

    Prompt for consent not registered

    Select the IVR-type prompt that tells the caller that no consent is registered and no recording is done. This prompt is played if there is no answer after the defined timeout after the last retry.

    Accepting character

    Define the DTMF character with which the caller can give their consent. The default value is 1.

    Rejecting character

    Define the DTMF character with which the caller can decline their consent. The default value is 2.

    Timeout for answering

    Define how long the system waits for the answer.

    Number of retries

    Define how many times the consent questions is asked if no answer is received.

  3. Save the settings.

Recording behavior with consents

In addition to this configuration, you need to define the recording behavior with consents either for the voice channel or a queue. For more information see Configuring Channel Settings or Configuring queue's contact management settings.