This document describes how to configure and customize Call Recordings in Webex Contact Center. Call Recording is an optional service module that enables authorized users to record calls handled by Webex Contact Center. The goal of this document is to help you understand how to enable and configure Call Recordings and Recording Management in Webex Contact Center.
Cisco recommends that you have knowledge of the following topics:
Cisco Webex Contact Center
Note: This document is targeted towards customers and partners who have deployed Webex Contact Center to their network infrastructure.
Call Recording Tenant Configuration
Webex Contact Center Recording functionality can be customized based on your requirements using various tenant level settings. These settings need to be configured in concurrence with each other to make call recording work as designed. Below is the list of key tenant level settings:
If Recording Management Enabled is set to Yes, then the Recording Management module is enabled for your enterprise.
Recording Pruning Strategy
This setting specifies the recording pruning strategy for the enterprise. You can select Time Based, Agent Minutes, or Storage Based Pruning Strategy. However, Time Based is the only supported strategy. When a change is made to this setting, an email is sent to all users who are authorized to change the setting.
This setting specifies the number of days to retain recordings. Recordings are removed after the specified number of days is reached. These settings are selected when enabling Call Recordings for the tenant.
The Recording Storage option at the tenant level configuration specifies the number of days call recordings are retained. By default, Cisco retains recordings for 30 days. You have an option to retain recordings for a longer duration upon request with a contract. This setting is selected when enabling Call Recordings for the tenant.
If the Enabled Leg Recordings option is set to Yes, three files are created for each recorded call. One with audio of both the caller and the agent, one with just the caller audio, and one with just the agent audio. Currently, this is a custom setting.
If the Pause/Resume option is enabled, agents can click on the Privacy Shield button during a call to pause and resume potential call recordings. For example, the agent might need to pause a potential call recording to obtain credit card numbers or other protected information. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled for your tenant.
The Recording Pause Duration setting specifies how many seconds a call recording is paused if an agent does not click the Turn Off Privacy Shield button. This setting is selected when enabling Privacy Shield for the tenant.
Record All Calls
If the Record All Calls option is set to yes, all inbound and outbound calls are recorded for the tenant. The Recording Schedule is not applicable in this case. If set to No, call recordings still could be enabled based on settings for each queue or by using the Call Recording Schedule.
Allow Agent To Access Recordings
If the Allow Agent To Access Recordings option is set to Yes, agents with the proper Agent Profile permissions can access the recordings of the calls that they handled within the past 24 hours.
Call Recording Queue Configuration
Webex Contact Center Recording functionality can also be customized based on customer requirements using various Queue based settings. These settings need to be configured in concurrence with each other to make it work as designed. Below is the list of key Queue level settings.
You can configure the Pause/Resume option for specific queues. Select Yes or No to specify whether or not agents can click the Privacy Shield button during a call. This allows an agent to pause and resume a call recording. If the Pause/Resume option is Enabled at the tenant level, then this setting at the Queue level is ignored. This is because tenant settings supersede Queue settings.
The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled
You can enable the Recording Pause Duration at the Queue level. If Pause/Resume Enabled is set to Yes, you can specify the Recording Pause Duration in seconds. This allows you to specify how long the call recording is paused if the agent does not click the Turn Off Privacy Shield button manually. If the Pause/Resume Enabled field at the Tenant level is set to Yes, then settings at the Queue level are ignored. This is because tenant settings supersede queue settings.
Record All Calls
The Record All Calls option at the queue level specifies that all calls for this queue are recorded. The Record All Calls setting at the tenant level supersedes the option at the queue level
Recording Schedule Configuration
Call recordings can be configured and customized in Recordings Schedule. Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level.
The Recording Schedule configuration is available through the Call Recording module. You can select a queue from the Queue drop-down list.
All call recording schedules for that queue are displayed.
In Recording Schedule you can configure the following parameters:
Under Advanced Settings, you can specify weekdays and time intervals to record calls
Stop Recording on Transferred Out Calls option allows call recording to be stopped when a call is transferred out.
Enable Pause Resume parameter if you want agents to have access to the Privacy Shield icon during call recording. In this case that the agent can pause and resume the recording. Be sure to instruct agents about this feature. The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration
If you enabled Pause Resume option in Recording Schedule you can also specify Pause Duration (in Sec) parameter. Please enter the number of seconds the recording to be stopped, if the agent doesn't click the Turn Off Privacy Shield button earlier
The percentage field indicates, what % of all call volume to the specific queue must be recorded. For example, if this value is set to 50.0 then only every other call is recorded
Filter By field allows to narrow down call recordings to specific Sites, Teams, and Agents
User Access Recording Settings
Enabling authorized users
Authorized users have the capability to edit call recording configurations. This capability can be granted under User Profiles. Authorized users can select which queue, team, site, and agent they want to record, and for what time period.
Access To Recordings
This setting only appears if Allow Agent To Access Recordings is enabled at the tenant level.
The Acces to Recordings option can be configured for agents through the Agent Profile configuration menu. Select Yes or No to specify whether or not agents can access recordings that they handled in the past 24 hours.
The Recording Management module can be enabled and configured for users from the User Profile configuration menu. This module allows authorized users to search and play recordings.
The following additional permissions can be customized by the Tenant Administrator when granting access to the Recording Management module:
Manage Recordings - Allows authorized users to delete and restore recordings Tags - Allows authorized users to access the Tags tab to view, create, and edit tags that can be assigned to audio files for use as search criteria Custom Attributes - Allows authorized users to access the Custom Attributes tab to create and modify custom attributes whose values can be saved with recordings and later searched for. Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs
How to search call recordings
You can search for call recordings in the Recording Management module.
You can filter the call recordings based on the Queue, Site, Teams, Agent, Wrap up Codes and Tags.
Advanced Search allows you to filter the recordings based on CAD Variables, Recording Duration, Custom Attributes and Call Attributes