RECORDING CALLS WITH TELEVANTAGE
About recording calls
You can have TeleVantage automatically record all calls handled by the system, while exempting the individuals, roles, or queues of your choice. For example, you could record all calls except for those belonging to users in the Administrators role. You can also exempt internal (station-to-station) calls.
Note: Users can also record their own calls manually, and you can configure call center queues to automatically record calls.
System call recordings are stored in a voice mailbox of your choice. You can manage them exactly as you would manage voice messages. You can play and manage voice messages using the phone or ViewPoint, or manage archived recordings using the TeleVantage Archived Recording Browser.
What parts of the call are recorded
Call recordings include only calls with two or more parties, and only the portion of the call from time the parties are connected to the end of the call. The following parts of a call are not recorded:
Auto attendant messages
Telephone commands or prompts
IVR Plug-in prompts
Consultation calls during supervised transfers
When a call is transferred, the various conversations are included in a single call recording.
Exempting queue calls
Call centers usually comprise a large portion of a system's total phone traffic. If your site uses TeleVantage call center queues, it is recommended that you exempt your queues from system call recording, and use the queue's own recording features to record queue calls. Otherwise, a needless duplication of recordings can result.
Some states require that you announce to callers that their calls may be recorded. TeleVantage includes a system prompt, MayBeMonitored.vox, that says, "Your call may be monitored or recorded, which you can play as needed (for example, by using an auto attendant or call center queue greeting). In addition, TeleVantage allows you to play a regular reminder beep while recording calls which alerts users and callers that their calls are being recorded.
Preparing to Record All Calls
Offloading call recording voice files from your TeleVantage Server
Each minute of call recording consumes .46 MB of disk space. Therefore, it is highly recommended that you automatically offload call recordings from the TeleVantage Server computer. The following are two ways to do so.
Automatically archiving recordings
The recommended approach to archiving is to have TeleVantage automatically archive all recordings of a certain age. You can choose which users are subject to automatic archiving and you can specify the network location of your choice for archive files. Users with permission can then search, manage and listen to the archived recordings using the TeleVantage Archived Recording Browser. Recordings are archived in .VOX, .WAV or .MP3 format with detailed Call Log information about the call.
Moving recordings to any e-mail address
As an alternative to automatic archiving, you can use TeleVantage e-mail notification to automatically move call recordings to any e-mail address. To do so:
1. Create a placeholder user (named, for example, "Recorded Calls") to whom you send all call recordings. For instructions on creating a user.
2. Set up e-mail notification for the user with the following selections:
Send e-mail for all messages
Attach voice message and delete from Inbox
With these settings, the call recording files are moved to your e-mail server in the form of e-mail attachments, with detailed Call Log information, and are deleted from the TeleVantage Server computer as soon as they arrive, so that no extra disk space is consumed.
When you offload call recording files via e-mail notification, you will have a large number of e-mails in the e-mail account to which they are sent one e-mail for each recorded call. TeleVantage automatically puts information about the call into the e-mail's subject and body, so that you can use your e-mail program's Search capability to find a particular call recording.
Storing call recordings on the TeleVantage Server
If you decide to store call recordings on the TeleVantage Server instead of offloading them, you should choose the amount of disk space that you want to devote to storing call recording files. Even if you configure TeleVantage to automatically archive call recordings daily you still need enough disk space to hold 24 hours of recordings before they are archived. When this space is filled, you can have TeleVantage automatically make room for the newest call recordings by deleting the oldest. To set this up:
1. Limit the size of the placeholder user's voice mailbox to the amount of disk space you want to devote to call recordings. Use the formula 1 minute = .46MB. For example, to devote 1 GB to call recordings, set the user's voice mailbox to 2185 minutes.
2. Configure system call recording to automatically delete the oldest call recording when the mailbox is full.
Including a beep on call recordings
You can include a regular reminder beep on TeleVantage call recordings. If enabled, the reminder beep is heard by all parties in the call and is included in the recording. You can enable or disable recording beeps for each type of TeleVantage call recording.
Customizing the recording beep
You can customize the beep and interval of the reminder using TeleVantage advanced settings.
Archiving call recordings
To save space on the Server and improve ViewPoint performance, you can archive call recordings to a location of your choice, and access them using the TeleVantage Archived Recording Browser.