How to enable one sided call recordings

This guide will walk you through the steps you need to take to record only your Agent’s leg of the conversation.

There are a few ways to enable one-sided call recordings:

1) you can ask Natterbox customer support to enable it as default for your organisation, meaning every inbound and outbound call that is made (if it is recorded) will only have the agent side of the conversation recorded

2) you can use the Script Engine component in a specific routing policy to enable one-sided recording. The script must be triggered BEFORE the recording component (Record a Call or Record and Analyse).

Script to enable one-sided call recording

session.set('rmAgentRecordingOnly', 'true', true)

3) if you have one-sided call recording enabled for your organisation, you can disable it on specific routing policies by using the Script Engine component in the routing policy to disable one-sided recording. The script must be triggered BEFORE the recording component (Record a Call or Record and Analyse)

Script to disable one-sided call recording

session.set('rmAgentRecordingOnly', 'false', true)

How will this look in Salesforce?

There will be no change the to UI in Salesforce, so call recordings will still be in the same place, they will still look the same, they just only play back what is picked up from the Agent’s microphone. If the customer talks for 30 seconds, you will hear 30 seconds of silence.

How will this look in Freedom?

There are no indications to the user that only one side of the call is being recorded, if you have the recording UI displayed on Freedom, this will continue to be in place

How will this look in SCV?

Transcription will still transcribe both sides of the call, it is just the call recording which is only one sided

Other considerations

Transferring calls to a PSTN number (i.e. not an internal extension) will re-initiate call recording and therefore both sides of the call will be recorded.

Start/Stop or Pause/Resume recording is not supported, so if you have this enabled and your agent starts, or resumes the recording both sides of the conversation from that point will be recorded.