System's recording settings

File location

Enter a path to define the central location where the recorded calls are saved. This path is used for all recordings in the system, unless you define a location-specific path in Agent Server or MRS in Infrastructure Administrator (IA). If you define a location-specific path, make sure the files are replicated to global location as well.

In a clean installation, the recording path is \\xxx\REC\ so you must define the correct path. We recommend using UNC paths.

Recording mode

Define the recording level for your system.

• Disabled

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

• Specified for user, queue or campaign

  This option enables the recording but you still need to activate it separately for each user, queue, and campaign.

  • Two separate recordings are created if both:

    • queue and user recording are activated
    • campaign and user recording are activated

  • If both campaign and queue recording are activated, only one recording (campaign) is created.

• Forced (all users)

  All calls that a user makes or answers are recorded and also reported in the conversation history. The Recording checkbox is shown in Communication Panel so users are aware of calls being recorded. You don't have to define any other recording settings for this option.

• Forced and hidden (all users)

  All calls that a user makes or answers are recorded but no information is stored in the conversation history. Users are unaware of calls being recorded. You don't have to define any other recording settings for this option.

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.

Automatic file removal

Enter a date after which recordings are automatically removed from the system.

Subfolders created

Choose how the subdirectories for the files recorded on the server are created.

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. You can use this option for both Communication Panel and Communication Desktop (CDT).

• 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 can use this option for Communication Desktop (CDT).

• 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.

Communication Panel supports playing the created call recordings in the following applications:

• PCM (wav)
• Opus (opus)

Play beep during recording

Select this option if you want that a beep tone is played every 14 seconds to inform all parties that the call is being recorded. This setting applies to all recordings. The interval is hardcoded. The volume can be adjusted with registry parameters.

• Key RecNotificatorVolume

  This is s string key with a value between 1.0 and 0 that sets the volume. The default is currently 0.5.

  Note:

  Use a decimal point instead of a comma.

• key RecNotificatorPhase

  This is a string key that defines the sine wave lenght in samples. The default is 6 giving a 1,5 kHz frequency.

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.