Stop automatic recording 1

[nunodavid]

We are implementing a R6.1 call center.
The voicemail pro call flow IVR queues the call to an automatic call record huntgroup (with ContactStore VRL). There is a callrecord button programmed for every agent.

I am unable to stop recording once the agent answers the call. Due to legal imperatives the caller may request that the call is not recorded.
Does anyone know a trick to stop recording (auto started) on demand manually?

 

[amriddle01]

I would route the call to a menu in which they can press a key if they object to being recorded, then route those calls to a group that doesn't have recording enabled and route all other calls to a group that does. Can't think of another way

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[nunodavid]

Thanks we have considered that possibility.
But our customer insists of having a way to cancel recording at any time. They have seen a Nice enabled installation and had that targeted for IP Office.
Does anyone know if PhoneManager Agent Mode can stop automatic recordings? We cannot test it while at this site.

 

[intrigrant]

You cannot stop autorecording manually.

 

[intrigrant]

Addendum,
If the auto recording is setup on the group then whil answered a group call a transfer to another group will stop the recording, so if the agent transferss the call to another group and answers the call again the call will not be recorded.
BUT it may ruin your CCR design in respect to reporting and real-time statistics.

 

[Westi]

you could have a supervisor stop the recordings via SSA on request of the agent but that is tedious and not easy to do, especially if you have a busy call centre and also not as easy as just pushing a button.

Joe W.

16060

 

[nunodavid]

Since auto-recording cannot be stopped (thx intrigant) we decided to create a second hg and let callers decide if they agree to being recorded. The customer accepted this without any worries in fact they instructed to agents to tell callers to call again and press # on vmpro to not have they call recorded.

 

[amriddle01]

I think that was my suggestion, hey ho

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers