privilege.screen-recording.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Enables the usage of Screen Recording Client.
privilege.active-recording.can-monitor-recording
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use
Specifies whether the call monitoring indicator is displayed to agents when their calls are being recorded. The Call Recording functionality (for VoIP/SIP enabled agents only) enables you to record the current voice interaction with a contact or an internal target.
privilege.active-recording.can-resume
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use
Enables an agent to resume the Active Recording.
privilege.active-recording.can-pause
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use
Enables an agent to pause the Active Recording.
privilege.active-recording.can-stop
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use
Enables an agent to stop the Active Recording.
privilege.active-recording.can-start
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use
Enables an agent to start the Active Recording.
privilege.active-recording.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to use the Active Recording functionality.
| Line 1: | Line 1: | ||
| − | = | + | = Recording Setup= |
| + | ==Active Recording Setup== | ||
You can enable your agents to record calls. You can enable call recording for single agents, agent groups, skills, or for all users. | You can enable your agents to record calls. You can enable call recording for single agents, agent groups, skills, or for all users. | ||
| Line 16: | Line 17: | ||
You can disable the call monitoring indicator during recorded calls by setting the value of the <tt>{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-active-recording-can-monitor-recording}}</tt> option to <tt>false</tt>. This is useful if you are automatically recording a call and do not want the agent to know that he or she is being monitored. | You can disable the call monitoring indicator during recorded calls by setting the value of the <tt>{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-active-recording-can-monitor-recording}}</tt> option to <tt>false</tt>. This is useful if you are automatically recording a call and do not want the agent to know that he or she is being monitored. | ||
| + | |||
| + | ==Screen Recording Client== | ||
| + | |||
| + | Workspace Web Edition provides the following option to enable the Screen Recording Client: | ||
| + | |||
| + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-screen-recording-can-use}}: Enables the usage of Screen Recording Client. | ||
[[Category:V:HTCC:9.0.0DRAFT]] | [[Category:V:HTCC:9.0.0DRAFT]] | ||
Revision as of 14:09, January 2, 2019
Recording Setup
Active Recording Setup
You can enable your agents to record calls. You can enable call recording for single agents, agent groups, skills, or for all users.
Workspace supports only call recording from SIP Server using Media Server Markup Language (MSML)-based call recording, provided by Genesys Voice Platform (GVP) Genesys Media Server.
To enable the Active Recording feature, set the value of the privilege.active-recording.can-use option to true.
Once you have enabled an agent, agent group, and so on, to use Active Recording, you can disable certain recording features by setting the value of one or more of the following configuration options to false:
- privilege.active-recording.can-start — Agents can start Active Recording at any time during the call. When set to false, call recording starts automatically and there is no Start Recording button in the agent interface.
- privilege.active-recording.can-stop — Agents can stop an Active Recording at any time during the call. When set to false, call recording stops automatically and there is no Stop Recording button in the agent interface.
- privilege.active-recording.can-pause — Agents can pause an Active Recording at any time during the call. When set to false, there is no Pause Recording button in the agent interface. Enabling an agent to pause a recording is useful for ensuring that private customer information is not included in the recording.
- privilege.active-recording.can-resume — Agents can resume a paused Active Recording at any time during the call. When set to false, there is no Rresume Recording button in the agent interface; agents will not be able to resume a paused call.
You can disable the call monitoring indicator during recorded calls by setting the value of the privilege.active-recording.can-monitor-recording option to false. This is useful if you are automatically recording a call and do not want the agent to know that he or she is being monitored.
Screen Recording Client
Workspace Web Edition provides the following option to enable the Screen Recording Client:
- privilege.screen-recording.can-use: Enables the usage of Screen Recording Client.