Summary
Used for: Enabling calls for Natterbox AI and recording, unlike the record app, it has the option for ‘Both Legs’ within 1 app.
Container: Action
Policy Type | Available? |
|---|---|
Call Policy | ✔ |
Data Analytics Policy | ✖ |
Digital Policy | ✖ |
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.
The following options can be selected:
Field Name | Field Type | Field Description | Field Values |
|---|---|---|---|
Archive a copy of this recording | Checkbox | Whether a copy of the recording should be archived | True/False [Default: True] |
Archiving Policy to be used | Picklist | Which Archiving Policy should be used. If the above checkbox is checked, an archiving policy needs to be selected. | Default: Default System Policy |
Recording Leg | Picklist | Which leg of the call should be recorded. If you are also configuring the Insight tab, the options selected here restricts the ‘Leg to be Analysed’. For more on call legs, see here. | This Leg, Other Leg, Both |
Start Recording | Picklist | When the recording should commence. 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. | On Connect, On Demand, Now |
Recording pause allowed | Checkbox | Whether recording is allowed to be paused by users | True/False |
Recording stop allowed | Checkbox | Whether recording is allowed to be stopped by users | True/False |
Beep alert | Picklist | Whether or not there should be a beep alert | Off, Called party only, Calling party only, Both parties |
Custom Beep TGML | Text | Custom text box allows for up to 128 characters to configure a custom beep using TGML | [Blank] |
Email the recording | Checkbox | Whether the recording should be emailed | True/False |
Email recipients (To)* | Separate list of email addresses with commas | [Blank] | |
Email recipients (Cc)* | Separate list of email addresses with commas | [Blank] | |
Email Subject * | Text | Up to 128 characters. | [Blank] |
*If ‘Email the recording’ is enabled, the following fields marked with a star will be available. It will look like below:
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 or Natterbox AI feature is turned on for an organisation, the Insight tab is available to be configured.
The following options can be selected:
Field Name | Field Type | Field Description | Field Values |
|---|---|---|---|
Insight Configuration | Picklist | This will define if you are adding a new insight configuration, removing insight configuration or using the default configuration. | Configure Insight for this Call, |
Transcription Engine | Picklist | This will define which Categories are being used. ‘Legacy’ will use Legacy Categories, ‘Latest’ will use Categories defined under the Configure Insight Tab. Most orgs will use ‘Latest’. | Legacy, Latest |
Analysis Language | Picklist | Select from the list of supported languages | For all the available languages, see this list. |
Leg to be Analysed | Picklist | The legs of the calls that will be analysed. This is limited by what is selected in the Record tab under ‘Recording Leg’. For more on call legs, see here. | This Leg, Other Leg, Both |
Disable Call Summarization | Checkbox | Turn off the AI call summarisation | True/False [Default: False] |
Results
Some apps, have the option to split results between true (that passes via a connector from the app) or false (that passes down to the next app or drops out of the container).
For the Record and Analyse app, it does not have this option. 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.
You can see in both examples that no connector passes from the app itself:
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.
