How to configure call recording and compliance announcements

This guide walks administrators through the essential steps of configuring call recording within a Natterbox Policy. You will learn how to enable the recording feature and insert a "Speak" component to ensure your organization remains compliant by notifying callers that the conversation is being recorded.

Overview:

Step 1: The Compliance Notification (Speak Component)

• Place a "Speak" component at the very beginning of the policy or wherever recording is initiated.

• Configure the component to play a message notifying the caller that the conversation is being recorded.

• Example Phrase: "This call may be recorded for quality assurance and training purposes".

• Example Voice: Use "English (GB) Thomas-AI" for a standard professional tone.

• You can find a full detailed breakdown of the Speak App Here: Speak App

This call may be recorded for quality assurance and training purposes.

Step 2: The Recording Configuration (Record and Analyse Component)

• Insert the "Record and Analyse" component immediately after the notification message.

• Recording Leg: Set this to "Both" to ensure both the caller and the agent are captured in the audio file.

• Start Recording: Select "On Connect" so that the recording begins the moment an agent answers the call.

• Recording Pause allowed & Recording Stop allowed: “Checked” as this will give the agents the ability to pause or stop the recording if required.

• You can find a full detailed breakdown of the Record and Analyse App Here: Record and Analyse App

Step 3: Call Routing (Call Queue Component)

• Direct the flow to a "Call Queue" component to route the call to the appropriate group, such as "Sales".

• The recording will officially trigger once the agent in that queue answers the incoming call.

• You can find a full detailed breakdown on the Call Queue app here: Call Queue App