Call recording and SMDR 4

[DiscLight]

we use voicemail pro 9.1 and we do a lot of twinning and a lot of international phone calling.

we're trying to keep a tight control on international long distance and wondering if SMDR will record the twinned activity and is it possible that call record can also record a twined call?

 

[Travis Harper]

Yes, the SMDR can capture twinned calls.

Avaya Documentation

documentation.avaya.com

It's tagged as External Targeting Cause, and the TargetedBy Reason Code to filter on is MT ( Mobile Twinning )

Example Outputs.

Mobile Twinned Call Answered Internally​

Avaya Documentation

documentation.avaya.com

Mobile Twinned Call Answered at the Mobile Twin​

Avaya Documentation

documentation.avaya.com

Mobile Twinned Call Picked Up Using the Twinning Button​

Avaya Documentation

documentation.avaya.com

 

[Menniss]

@ DiscLight


It''s meant to but currently I have an issue where twinned call information is not being outputted to the SMDR. I think the issue started in R11.1 but haven't had time to spend downgrading a system to confirm this.

I suspect on an old 9.1 it should be fine best to make a call and see what the output is.

Would be great if you could test and report back the results.

 

[Menniss]

FYI I logged my issue with Avaya and their answer was to say they would update the documentation to say twined calls wouldn't be outputted. That was a year ago I am going to try again.

 

[DiscLight]

oh that's great news yes I saw that code on the smdr and I appreciate you confirming that.

does smdr require licensing or is it open for me to send out to a collecting program? and lastly regarding recording twins calls we record all of our inbound and outbound call center calls if one of our field agents uses the twinning to mask his caller ID on his cell phone are we able to capture the audio conversation of the twin call using the call control feature. this is the one that allows the cell phone user to call in get a dial tone and then dial out and mask his caller ID with the office caller ID number. we'd like to record these conversations since they are sales calls and also international so we can make sure they're not abusing international long-distance for personal calls

 

[Menniss]

No Licences required for SMDR. Yes if you have what you need to record calls of a user then Twinned calls will be recorded.

 

[DiscLight]

Thank you. Just to clairify. We want to able to record calls using the Call Control feature. We call it Caller ID Masking. This is when a cell user calls into the IPO on a DID set up with the FNE service that then provides a dial tone an send out the caller ID of the company instead of the cell phone.

Can this conversation also be recorded?