Additional Feature Configuration
Audio Tones
The following section outlines the general configuration for audio tones.
Media Server
The following table describes the options required for audio tones when using Media Server:
| Section Name | Parameter Name | Description |
|---|---|---|
| Conference | record_recorddnhearstone | Specifies whether the RecordDN (Party A) hears the repeating tone. |
| Conference | record_otherdnhearstone | Specifies whether the OtherDN (Party B) hears the repeating tone. |
Media Server allows you to configure whether the recording also gets the audio tone. When the audio tone is injected into the call, Media Server distinguishes between what the participant hears and what the participant says. The above two configuration parameters affect what the participant hears.
| Section Name | Parameter Name | Description |
|---|---|---|
| Conference | record_chan2source | Specifies the recorded media that represents the first participant (Record DN) in the recording session.
If the Other DN is configured to receive consent and you want the consent to be recorded, set the value to otherdnhears. |
| Conference | record_otherdnhearstone | Specifies the recorded media that represents the second participant (Other DN) in the recording session.
If the Record DN is configured to receive consent and you want the consent to be recorded, set the value to recorddnhears. |
Enable Call Recording
Call recording can be enabled through three methods:
- Full-time recording or Total recording—A specific DN is configured to enable recording for all calls for the specific DN.
- Selective Recording—Record a party in the call is determined at a route point and the recording starts as soon as the call is established.
- Dynamic Recording—Start/stop/pause/resume a recording call can be requested by an agent at any time after the call is established using Interaction Workspace.
Once a recording has started, there are two conditions where the recording stops:
- When the party being recorded leaves the call, or when the customer drops the call. For example, when the recording applies to the agent in the call and the call is transferred to a second agent. The recording is stopped when the agent leaves the call. Note that the second agent can have recording enabled and the same call gets recorded with a second call recording segment.
- When dynamic recording control requests the recording to be stopped.