17.2.7. Record and Analyse App

Summary

Used for: Insight reporting (see Insight section for more info)
Container: Action
Call Policy: ✔
Data Analytics Policy: ✖

Configuration Details

The Record and Analyse app enables all calls that pass through the container to be recorded and made available for analysis via the Insight feature.

 Policy Type

 Location

The Record and Analyse app is found in the Action container:

Configuration

The options for this app consist of Name this item and Configure this Item:

Configure This Item

Within this section are two tabs - Record (shown above) and Insight.

Record Tab

The record tab is available even if Insight is not used by a company. It can be used to simply record calls.

• Archive a copy of this recording - select whether or not a copy of the recording should be archived. Default: Checked.

• Archiving Policy to be used - if the above checkbox is checked, an archiving policy needs to be selected. Default: Default System Policy.

• Recording Leg - select from This Leg, Other Leg and Both. Default: This Leg.

• Start Recording - select from Now, On Demand and On Connect. If the Insight feature is enabled, Now cannot be selected as starting the recording from this point in the policy does not work with Insight. Default: On Connect.

• Beep Alert - select from Off, Called Party, Calling Party and Both. Default: Off.

  • If this option is selected with any option other than Off, a custom text box appears allowing for up to 128 characters to configure a custom beep using TGML.

• Email the Recording - select if a copy of the recording is to be sent via email. Default: Unchecked. If the option is checked, the following text boxes allow input:

  • Email Recipients (To) - separate list of email addresses with commas.

  • Email Recipients (Cc) - separate list of email addresses with commas.

  • Email Subject - up to 128 characters.

Please note: this app replaces the Record a Call app. The differences in configuration are:

• Recording Leg - now includes Both. Previously only This Leg and Other Leg were available.

• Start Recording - now offers a drop down list of options: Now, On-Demand and On-Connect. Previously this was only When Call is Connected.

• Allow users to pause recording with star code - is no longer available.

 Insight Tab

If the Insight feature is turned on for an organisation, the Insight tab is available to be completed.

• Analysis Language - select from the list of supported languages. Default - English US.

• Analysis Region - select from the list of supported regions. Default - US.

• Leg to be Analysed - select from Both, This Leg and Other Leg. Default - This Leg.

Result

After a call has passed through this app, it passes on the the next app within the container (or the container itself). It has no functionality to link to a new container/app. The call is then recorded and made available to the Insight engine for transcription and filtering, using the information set here.

This Leg Vs Other Leg

This Leg or Other Leg depends on whether the call is incoming or outgoing. You can refer to the diagram below to determine which leg will be recorded based on your configuration in the app. The green arrows represent recorded legs, while the red arrows do not. The orange box indicates the recording field for the recording.