Make outbound call using another extension

[tdhaslett]

Hey Team,
Here is our situation - the extensions for members of our Finance team are not set to be recorded due to compliance requirements. However, occasionally, they will need to make a call that needs to be recorded. Our recording is handled by a third-party system (Taske). Our Avaya system is Aura 8.

I tried creating a bridged extension which is set to record, but my test calls from that have not been recorded. The main extension of the phone I am using is not set to record, but the bridged extension is.

The users of the extensions that are not recorded do not have Agents assigned and no queues available for them to log into.

I am also checking with Taske support on this.

Thanks for any input you can provide!

 

[Bill P]

I would try the setting on page 2 of the station "Bridged Idle Line Appearance" I think that forces the call to use the call appearance of the bridged station instead of using your own call appearance for outgoing calls but it sounds like you may have already tried that. How do your stations get flagged for recording? Are they hard coded in the recording system? Also do you have a recording station for each of the stations that get recorded or do you just have a group of stations that do the recording for any call that is active?

Also most recording applications have a "record on demand" option but there may be a cost associated with getting that feature.

One other option would be to assign a 2nd extension for the user so that they can log out of their regular extension and log in with one that gets recorded when they need that option. This will all depend on how your recording application is configured.

 

[tdhaslett]

Thanks for reply, @Bill P!

I had not tried the "Bridged Idle Line Appearance" option (it was actually "Bridged Idle Line Preference"). It did not achieve what I need.

Each station in Taske can have recording turned on/off, so it seems there is a hard coding based on that option with a one-to-one relation.

The Taske support folks did not mention a ROD feature, so I just replied to their last email to ask that question.