# Genesys Quality Management Suite 8.1.520 : Recording Rules

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This chapter describes how to create and implement recording rules. Recording rules determine which calls are recorded by Call Recording. This manages the load on the Call Recording system and avoids wasting system resources on unwanted recordings.

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If you're performing an installation and looking for quick steps on how to add a recording rule to make your solution work, then go here - Creating a Recording Rule to Record All Calls

## Overview

Navigate to Recording rules.

Recording rules are always associated with groups of users, and identify which calls to record or not to record for those users. The recording rules in each group are processed in sequence in the order that they appear in the list from the top to the bottom. If there is no rule for the call or the condition is not met for the call, processing is passed on to all subgroups. Processing takes place in all branches of the hierarchy simultaneously.

The sequential processing of each group can be prevented by applying a mask filter, which limits telephone numbers and therefore processing, assigned to a group that would normally be included in sequential rule processing. Additionally, the special Ignore rule is used for the immediate switching of processing to remaining subgroups.

If a call doesn't match any rule in any of the groups or subgroups then it is not recorded.

Recording rules can be set for a range of phone numbers as well as a single phone number. Wild cards are valid when creating recording rules, and are described later in this section of the document.

Dates and times entered or displayed in recording rules always use the time zone of the server. All other dates and times in the Call Recording Web UI use the time zone specified in Settings > User Setup > Personal Setup.

## Types of Recording Rules

There are four main types of recording rules that can be defined:

- Record: The system records incoming and outgoing calls from a specified number, or range of phone numbers.
- Do Not Record: The system does not record any calls from or to the specified number, or range of phone numbers.
- Ignore: A rule that stops the process of rule evaluation in the current group and passes the processing to subgroups. This is only used if there is a complicated hierarchy of rules.
- Prerecord: The system records the calls, but does not save the recording unless the user sends a request.

If no recording rules are set, no calls are recorded.

## Creating a New Recording Rule

Recording rules are always assigned to groups. Select a group in the Recording rules tab before adding or editing recording rules.

Navigate to Recording rules. Select a group from the tree list on the left hand side of the screen.

Click Insert new rule. The Insert new rule form displays.

1. Select a rule from the Rule: drop-down list:

- Record
- Do Not Record
- Prerecord
- Ignore

2. Select a rule type from the Rule type: drop-down list:

- Phone number
- IP address
- External Data

3. Type the Mask: which is a phone number or range of numbers using wildcards. Genesys Quality Management Suite supports alphanumeric characters for extensions, DNs, or terminals.

4. Type the Usage (%): for randomly recording only a percentage of all calls.

5. Select the Days of week.

6. Type the From (hh:mm): and Till (hh:mm): values to identify the daily time range to record calls.

7. Type the Screen Capture Usage (%) value, for randomly recording the screen of only a percentage of all calls.

8. Select the Screen Capture checkbox to also record agent desktops.

9. Click Insert new rule.

Click Apply changes. The new recording rule is now active in Call Recording.

## Advanced Topics

- Rule Order
- Using Wild Cards for Recording Rules
- Creating a Recording Rule to Record All Calls
- Hierarchical Recording Rules
- Creating a Recording Rule with External Data
- Editing and Deleting Recording Rules