voice call recordingsop

We have an IP Office rev 11.1.2.0.0 along with VM Pro Linux at the same revision level. We are recording calls with VM Pro And XIMA call accounting. It works well for what we are doing. We are currently recording inbound calls into our operator group. We first send the calls to an inbound call flow where it is checked for normal stuff like business hours, holidays, etc, and then it is headed to the call center. First, we use a generic message to thank them for calling the business, then we give them a generic message that the call may be recorded for quality and training purposes, etc. Then the call is transferred to the operator group. If an operator is available, the call is answered by an operator immediately. If the operator is not available, the caller gets a queue message and waits for the next operator.

We would like to start recording the outbound calls. I have a couple of questions.

1. Is there a better way to play a recording warning on outbound calls than by playing a message using than using the Play advance on call recording of VM Pro?

2. If we use the advance recording, I assume it will play on both inbound and outbound calls. We would like different messages on inbound and outbound calls. Is there a way I can better accomplish this, than by a generic message recorded on the recording of the advanced warning file?

Thanks in advance for anyone's help.

 

[IPOLackey]

Hey

You might want to check your local laws as it may only be required that call recording notifications on inbound calls.

So there's not really a better way of the call recording announcement for outbound calls than the play advice on call recording, as you would probably need a proper outbound campaign config, provided by a CC solution.

You can change the message played by replacing the REC_01.wav file in the appropriate opt/vmpro/Wavs directory (It's language specific). But this will be the same on both inbound and outbound calls.

The final option is to add it to the Agents answering script, but then it's down to the individual to make sure it's stated.