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(→‎Recording a Call)
(→‎Recording a Call)
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<h2>Recording calls</h2>
 
<h2>Recording calls</h2>
 
<div class="cloud-left">
 
<div class="cloud-left">
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The Call Recording functionality enables you to record the current [[CallActions|voice interaction]] with a customer or an internal caller.
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The Call Recording functionality enables you to record the current conversation with a customer or an internal caller. You can click the Record button or choose an action from the drop-down list box. {{Editgrn_open}}Need a scenario for why an agent would record a call? Security reason?{{Editgrn_close}}
  
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The following table describes the actions you can perform with the Recording buttons:
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The following table describes the actions you can perform:
 
{|  
 
{|  
 
! '''Button'''
 
! '''Button'''
 +
! '''Action'''
 
! '''Description'''
 
! '''Description'''
 
|-
 
|-
 
| [[File:placeholder.png|link=]]
 
| [[File:placeholder.png|link=]]
 
| Records the call.
 
| Records the call.
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| After you click the '''Record''' button, the call status indicator is red ([[File:placeholder.png|link=]]. You will notice that the '''Record''' button is now the '''Pause''' button.
 
|-
 
|-
 
| [[File:placeholder.png|link=]]
 
| [[File:placeholder.png|link=]]
 
| Stops the recording.
 
| Stops the recording.
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| After you stop the recording, the call status indicator is green and the '''Pause''' button returns to be the '''Record''' button.
 
|-
 
|-
 
| [[File:placeholder.png|link=]]
 
| [[File:placeholder.png|link=]]
 
| Pauses the recording.  
 
| Pauses the recording.  
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| When you pause the recording, the '''Pause''' button becomes the '''Resume''' button.
 
|-
 
|-
 
| [[File:placeholder.png|link=]]
 
| [[File:placeholder.png|link=]]
 
| Resumes the recording, after you paused it.  
 
| Resumes the recording, after you paused it.  
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| The recording continues until you pause or stop the recording.
 
|}
 
|}
 +
 +
  
 
</div>
 
</div>

Revision as of 18:45, April 14, 2015

Recording a Call

Recording calls

The Call Recording functionality enables you to record the current conversation with a customer or an internal caller. You can click the Record button or choose an action from the drop-down list box. Need a scenario for why an agent would record a call? Security reason?

The following table describes the actions you can perform:

Button Action Description
File:Placeholder.png Records the call. After you click the Record button, the call status indicator is red (File:Placeholder.png. You will notice that the Record button is now the Pause button.
File:Placeholder.png Stops the recording. After you stop the recording, the call status indicator is green and the Pause button returns to be the Record button.
File:Placeholder.png Pauses the recording. When you pause the recording, the Pause button becomes the Resume button.
File:Placeholder.png Resumes the recording, after you paused it. The recording continues until you pause or stop the recording.





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