Recording

Sinch Contact Pro offers several call recording options.

Recordings can be initiated automatically (with or without user awareness) or manually by users. You can define recording at various levels: for individual users, queues, or campaigns.

Note:

Data protection and privacy laws vary between countries. This includes informing parties that a call is being recorded and showing and hiding digits in phone numbers. Check all local laws and ensure your configuration complies with them.

It is possible to ask for customer consent for call recording with a consent IVR, or import them from an external system.

In System Services > Recording Settings you can configure the following items

Recording settings

The use of recording in your system involves:

  1. Defining values for the following variablesin Infrastructure Administrator (IA) at least for one MRS module:

    • Use for Server-Side Recording

    • IP Address for RTP Stream

    • Maximum Number of Simultaneous Recordings

    • First Port of Recording Area

    For more information, see the section Media Routing Server (MRS) Variables in the Infrastructure Administrator document.

  2. Linking the above mentioned recording MRS module end points in System Configurator > System Management > Module > Media Routing Server. For more information, see Linking Media Routing Server (MRS) to Other Modules.

  3. Defining system-level recording settings in System Configurator > System Services > Recording.