CX Voice Recording Behavior

Expected Recording Rules

Each call leg that is present in CX is always pushed.
Recording for a call leg is paused during hold, and resumed in the same file when call leg is resumed.
The separate legs that can appear in CX are inbound IVR, basic inbound/outbound/campaign progressive outbound, consult, queue/named transfer, consult transfer, silent monitor and consult/barge conference.
For conference calls, the recording pushed to CX will from the perspective of the new agent in the conversation i.e. consulted agent for consult conference and silent monitor for barge conference.
- In a three-person conference if an agent leaves, then the conference recording of the other agent will include the recording of the remaining call until it ends or is transferred.
- For example, in a conference A1A2C1, if A1 leaves and A2C1 is established, the conference recording for A2 will include audio from the conference as well as the resulting A2C1 call.
There are no recordings pushed against silent monitor or inbound IVR legs.
In the case of consulting an external party, the consult call will be recorded on EFSwitch, however the link for it will not be pushed to CX due to no associated call leg in CX.
- This extends to consult transfer and consult conference legs with an externally consulted party.
In the case of consult conference with and externally consulted party, the first call leg (basic inbound/outbound A1C1) will contain the recording of the conference from the CX agent’s perspective (A1).

Progressive Outbound

Not supported or tested at this time. Links may be pushed but not expected to support all cases.

Outbound

	Case	Issues	Recording Content	Developer’s Comments	QA Comments/Status (CX)	QA Comments/Status (VRS)
1	A1C1	none	A1C1		PASSED	PASSED
2	A1C1, hold, resume	after resuming, audio is distorted	A1C1	Zeeshan to test. if the issue persists, Shamel to discuss with the voice subsystem team.	PASSED (Audio issue fixed now CCC-1799)	PASSED (Audio issue fixed now CCC-1799)
3	A1C1, queue transfer A2	none	A1C1 A2C1		PASSED	PASSED
4	A1C1, named transfer A2	none	A1C1 A2C1		PASSED	PASSED
5	A1C1, queue consult A1A2	none	A1C1 A1A2		PASSED	PASSED
6	A1C1, named consult A1A2	none	A1C1 A1A2		PASSED	PASSED
7	A1C1, A1A2, retrieve A1C1, retrieve A1A2, end A1A2, retrieve A1C1, end A1C1	In first retrieve A1C1 audio is distorted, last retrieve has ok audio consult retrieve has ok audio	A1C1 A1A2	Zeeshan to test. if the issue persists, Shamel to discuss with the voice subsystem team.	PASSED (as per given behavior)	PASSED (as per given behavior) Difference in call and audio duration. Sample: 11 June, 22:13:29
8	A1C1, queue consult A1A2, transfer	none	A1C1 A1A2 A2C1		PASSED	PASSED
9	A1C1, named consult A1A2, transfer	none	A1C1 A1A2 A2C1		PASSED	PASSED
10	A1C1, hold, resume, queue transfer to A2, hold, resume	A1C1 audio is distorted after resume queue transfer audio is ok resumed A1C1 audio is ok	A1C1 A2C1	Zeeshan to test. if the issue persists, Shamel to discuss with the voice subsystem team.	PASSED	PASSED
11	A1C1, hold, resume, direct transfer A2, consult A1, retrieve A2C1, retrieve A2A1, consult transfer A1, direct transfer A2	A1C1 audio is distorted after resume both retrieved audios are ok	A1C1 first leg A2C1 direct transfer first A1A2 A1C1 consult transfer A2C1 direct transfer second	Zeeshan to test. if the issue persists, Shamel to discuss with the voice subsystem team.	All audios are fine. 4 legs created and recording saved for each. (Consult not created in CX)	All audios are fine. 5 legs created and recording saved for each. Call Duration issue. Sample: 11 june 17:34:23recording CCC-1812
12	A1C1, S1 monitors	monitoring impossible
13	A1C1, A1E1 external consult	A1E1 recording file has missing params in the filename, likely due to case not being covered in script	A1C1 A1E1 (not pushed to CX)	This will need to be fixed once we show the consult leg in CX.	PASSED	PASSED
14	A1C1, A1E1 external consult, E1C1 external consult transfer	A1E1 recording file has missing params in the filename, likely due to case not being covered in script	A1C1 A1E1 (not pushed to CX) A2E1 (not pushed to CX)	This will need to be fixed once we show the consult leg in CX.	PASSED	PASSED
15	A1C1, E1C1 external transfer	none	A1C1 E1C1 (not pushed to CX)	This will need to be fixed once we show the consult leg in CX.	PASSED	PASSED
16	A1C1, external A1E1, A1E1C1, A1 leaves, E1C1 ends	none	A1C1, A1 perspective in A1E1C1 E1 perspective not shown in CX, but file is recorded		PASSED	PASSED
17	A1C1, external A1E1, A1E1C1, E1 leaves, A1C1 ends	none	A1C1, A1 perspective in A1E1C1, and A1C1 after E1 left E1 perspective not shown in CX, but file is recorded		PASSED	PASSED
18	A1C1, external A1E1, A1E1C1, C1 leaves	none	A1C1, A1 perspective in A1E1C1 E1 perspective not shown in CX, but file is recorded		PASSED	PASSED
19	A1C1, A1A2 (Agent Consult), A1A2C1, A1 left, A2C1 end				PASSED	PASSED
20	A1C1, A1A2 (Agent Consult), A1A2C1, A2 left, A1C1 end				PASSED	PASSED
21	A1C1, A1A2 (Agent Consult), A1A2C1, C1 left, A1A2 end				PASSED	PASSED
22	A1C1, A1A2 (Queue Consult), A1A2C1, A1 left, A2C1 end				PASSED	PASSED
23	A1C1, A1A2 (Queue Consult), A1A2C1, A2 left, A1C1 end				PASSED	PASSED
24	A1C1, A1A2 (Queue Consult), A1A2C1, C1 left, A1A2 end				PASSED	PASSED

Inbound

1	Case	Issues	Recording Content	Developer’s Comments	QA Comments/Status (CX Voice)	QA Comments/Status (VRS)
2	A1C1	none	A1C1		PASSED	PASSED
3	A1C1, hold, resume	none	A1C1		PASSED	PASSED
4	A1C1, hold, resume, queue transfer to A2, hold, resume	none	A1C1 A2C1		PASSED	PASSED
5	A1C1, queue consult A2	none	A1C1 A1A2		PASSED	PASSED
6	A1C1, queue consult A2, retrieve A1C1, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
7	A1C1, queue consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
8	A1C1, hold, resume, queue consult A2	none	A1C1 A1A2		PASSED	PASSED
9	A1C1, hold, resume, queue consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
10	A1C1, consult A2	none	A1C1 A1A2		PASSED	PASSED
11	A1C1, consult A2, retrieve A1C1, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
12	A1C1, consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
13	A1C1, hold, resume, consult A2	none	A1C1 A1A2		PASSED	PASSED
14	A1C1, hold, resume, consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2		PASSED	PASSED
15	A1C1, named transfer to A2	none	A1C1 A2C1		PASSED	PASSED
16	A1C1, Queue transfer to A2				PASSED	PASSED
17	A1C1, named transfer to A2, hold, resume	none	A1C1 A2C1		PASSED	PASSED
18	A1C1, hold, resume, named transfer to A2	none	A1C1 A2C1		PASSED	PASSED
19	A1C1, hold, resume, named transfer to A2, hold, resume	none	A1C1 A2C1		PASSED	PASSED
20	A1C1, consult A2, transfer	none	A1C1 A1A2 A2C1		Recordings ok Call and Audio duration difference in Consult leg CCC-1814	Recordings ok Call and Audio duration difference in Consult leg CCC-1814
21	A1C1, consult A2, retrieve A1C1, retrieve A1A2, transfer	none	A1C1 A1A2 A2C1		PASSED	PASSED
22	A1C1, hold, resume, consult A2, transfer	none	A1C1 A1A2 A2C1		Recording ok Call and Audio duration difference for A1C1 and Consult leg CCC-1814 CCC-1812 Sample: 12 June, 17:48:58	Recording ok Call and Audio duration difference for A1C1 and Consult leg CCC-1814 CCC-1812 Sample: 12 June, 17:48:58
23	A1C1, hold, resume, consult A2, retrieve A1C1, retrieve A1A2, transfer	none	A1C1 A1A2 A2C1		Recording ok Call and Audio duration difference for A1C1 and Consult leg. CCC-1814 CCC-1812 Sample: 12 June, 17:54:34	Recording ok Call and Audio duration difference for A1C1 and Consult leg. CCC-1814 CCC-1812 Sample: 12 June, 17:54:34
24	A1C1, transfer to A2, consult A1, transfer A1	none	A1C1 first leg A2C1 A1A2 A1C1 consult transfer		A1C1 first leg A2C1 A1C1 consult transfer	A1C1 first leg A2C1 A1A2 A1C1 consult transfer Call and Audio Duration issue. Sample: 11 June, 19:13:41
25	A1C1, consult A2, transfer A2, transfer A1	none	A1C1 first leg A1A2 A2C1 A1C1 direct transfer		Recording ok Call and Audio duration difference for A1C1 and Consult leg. CCC-1814 CCC-1812 Sample: 12 June, 17:59:42	Recording ok Call and Audio duration difference for A1C1 and Consult leg. CCC-1814 CCC-1812 Sample: 12 June, 17:59:42
26	A1C1, hold, resume, direct transfer A2, consult A1, retrieve A2C1, retrieve A2A1, consult transfer A1, direct transfer A2	none	A1C1 first leg A2C1direct transfer first A1A2 A1C1 consult transfer A2C1 direct transfer second		PASSED	PASSED
27	A1C1, S1 monitors	none	A1C1		PASSED	PASSED
28	A1C1, S1 Barges, A1C1S1, S1 leaves, A1C1 ends	none	A1C1 S1 perspective in A1S1C1 A1 perspective in A1C1S1 is recorded, including A1C1 after S1 leaves but not shown in CX	After S1 leaves the A1S1C1 leg the remaining call recording (A1C1) will not be available on CX	PASSED	Remaining call recording (A1C1) also not available in VRS
29	A1C1, S1 Barges, A1C1S1, A1 leaves, S1C1 ends	none	A1C1 S1 perspective in A1S1C1, including S1C1 A1 perspective in A1C1S1 is recorded but not shown in CX		PASSED	PASSED
30	A1C1, S1 Barges, A1C1S1, S1 hold, S1 resume, S1 leave, A1C1 ends	none	A1C1 S1 perspective in A1S1C1 A1 perspective in A1C1S1 is recorded, including A1C1 after S1 leaves but not shown in CX		PASSED	PASSED
31	A1C1, S1 Barges, A1C1S1, A1 hold, S1 hold, A1 resume, S1 resume, S1 leave A1C1 ends	none	A1C1 S1 perspective in A1S1C1 A1 perspective in A1C1S1 is recorded, including A1C1 after S1 leaves but not shown in CX		PASSED	PASSED
32	A1C1, S1 Barges, A1C1S1, C1 leaves	none	A1C1 S1 perspective in A1S1C1 A1 perspective in A1C1S1 is recorded but not shown in CX		PASSED	PASSED
33	A1C1, A1A2, A1A2C1, A1 leaves, A2C1 ends	none	A1C1 A1A2 A2 perspective in A1A2C1, including A2C1 A1 perspective in A1A2C1 is recorded but not shown in CX		PASSED	PASSED
34	A1C1, A1A2, A1A2C1, C1 leaves	none	A1C1 A1A2 A2 perspective in A1A2C1 A1 perspective in A1A2C1 is recorded but not shown in CX		PASSED	PASSED
35	A1C1, A1A2, A1A2C1, A1 leaves, A2C1 hold, A2C1 resume, A2C1 ends	none	A1C1 A1A2 A2 perspective in A1A2C1, including A2C1, and after resume A1 perspective in A1A2C1 is recorded but not shown in CX		PASSED	PASSED
36	A1C1, A1A2, A1A2C1, A2 hold, A2 resume, A1 leaves, A2C1 ends	none	A1C1 A1A2 A2 perspective in A1A2C1, after resume, including A2C1 A1 perspective in A1A2C1 is recorded but not shown in CX		PASSED	PASSED
37	A1C1, A1A2, A1A2C1, A1 hold, A2 hold, A1 resume, A2 resume, A1 leaves, A2C1 ends	none	A1C1 A1A2 A2 perspective in A1A2C1, after resume, including A2C1 A1 perspective in A1A2C1 is recorded, including after resume but not shown in CX		PASSED	Hold Time not displayed in A1A2C1 leg. CCC-1819
38	A1C1, external A1E1, A1E1C1, A1 leaves, C1E1 ends from CX perspective.	none	A1C1, A1 perspective in A1E1C1 E1 perspective not shown in CX, but file is recorded	E1 perspctive not shown in CX, but file is recorded. Should we record the external leg with the customer.	PASSED	PASSED
39	A1C1, external A1E1, A1E1C1, E1 leaves, A1C1 ends	none	A1C1, A1 perspective in A1E1C1, and A1C1 after E1 left E1 perspective not shown in CX, but file is recorded		PASSED	PASSED
40	A1C1, A1E1 external consult	A1E1 recording file has missing params in the filename, likely due to case not being covered in script	A1C1 A1E1 (not pushed to CX)		PASSED	PASSED
41	A1C1, A1E1 external consult, E1C1 external consult transfer	A1A2 recording file has missing params in the filename, likely due to case not being covered in script	A1C1 A1E1 (not pushed to CX) E1C1 (not pushed to CX)	A1E1 (not pushed to CX) This will need to be fixed once we show the consult leg in CX.	PASSED	PASSED
42	A1C1, E1C1 external transfer	none	A1C1 E1C1 (not pushed to CX)	This will need to be fixed once we show the consult leg in CX.	PASSED	PASSED
43	A1C1, A1A2 (Agent Consult), A1A2C1, A1 left, A2C1 end				Recording link pushed for A1C1 and A1A2C1.	All call legs recorded including A1A2.
44	A1C1, A1A2 (Agent Consult), A1A2C1, A2 left, A1C1 end				A1C1 and A1A2C1 recording link pushed to CX. A1C1 not recorded as A2 left and call records in its perspective.	All call legs recorded including A1A2. A1C1 not recorded as A2 left and call records in its perspective.
45	A1C1, A1A2 (Agent Consult), A1A2C1, C1 left, A1A2 end				Recording link pushed for A1C1 and A1A2C1	All call legs recorded, A1C1, A1A2 and A1A2C1
46	A1C1, A1A2 (Queue Consult), A1A2C1, A1 left, A2C1 end				A1C1 and A1A2C1 recording link pushed.	All call legs recorded including A1A2.
47	A1C1, A1A2 (Queue Consult), A1A2C1, A2 left, A1C1 end				A1C1 and A1A2C1 recording linked pushed. A1C1 not recorded as A2 left and call records in its perspective.	All call legs recorded including A1A2. A1C1 not recorded as A2 left and call records in its perspective.
48	A1C1, A1A2 (Queue Consult), A1A2C1, C1 left, A1A2 end				A1C1 and A1A2C1 recording link pushed.	All call legs recorded, A1C1, A1A2 and A1A2C1