Call Recording applet

The Call Recording applet stores a recording of the call routed through the applet in Interaction Content. You can access call recordings in the Interaction Content area of the VCC Admin Portal.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

After making any changes to the applet, you must click the corresponding Update button, or buttons, to save your changes. Changes in other sections are NOT saved when you click an Update button in another section, so update the modified field or fields before making changes in other sections.

Recording and routing options

Field

Options

Description

Call recording action

Start, Pause, Resume

Determines whether the applet is starting, pausing, or resuming the recording. For example, you can pause the recording while the caller provides sensitive information that you do not want to store. You must have already started recording in another Call Recording applet to pause the recording, and then use another Call Recording applet later to resume the recording.

Start call recording

Immediately, When delivered to an agent, Manually (by agent)

Determines when to start recording.

Select Immediately to start the recording immediately.
Select When delivered to an agent to delay the recording until the contacts is connected to an agent.
Select Manually (by agent) to let the agent start recording when they are ready to do so.

Next applet

List of available applets

The applet that the call is routed to next.

The call recording does not include whispers.