Eleveo 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 basic inbound/outbound, consult, queue/named transfer, consult transfer, consult 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.
- 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.
Silent monitoring and barge in Cisco is not supported in CX so recordings will not be pushed for those cases.

Cisco Campaign Calls

Not supported or tested at this time.

Outbound

	Case	Issues	Recording Content
1	A1C1	none	A1C1
2	A1C1, hold, resume	none	A1C1
3	A1C1, queue transfer A2	none	A1C1 A2C1
4	A1C1, named transfer A2	none	A1C1 A2C1
5	A1C1, queue consult A1A2	none	A1C1 A2C1
6	A1C1, named consult A1A2	none	A1C1 A2C1
7	A1C1, A1A2, retrieve A1C1, retrieve A1A2, end A1A2, retrieve A1C1, end A1C1	none	A1C1 A1A2
8	A1C1, queue consult A1A2, transfer	none	A1C1 A1A2 A2C1
9	A1C1, named consult A1A2, transfer	none	A1C1 A1A2 A2C1
10	A1C1, hold, resume, queue transfer to A2, hold, resume	none	A1C1 A2C1
11	A1C1, hold, resume, direct transfer A2, consult A1, retrieve A2C1, retrieve A2A1, consult transfer A1, direct transfer A2	5 legs in CX as expected, however both A2 transfer recordings are combined by middleware as side effect of logic that merges retrieved calls	A1C1 first leg A2C1 both direct transfers A1A2 A1C1 consult transfer A2C1 both direct transfers
12	outbound A1C1, A1A2, A1A2C1, A1 leaves, A2C1 ends	none	A1C1 A1A2
13	outbound A1C1, A1A2, A1A2C1, C1 leaves, A1A2 ends	Case broken in CX. No conference leg created when C1 leaves.	A1C1 Conference leg not created in CX so no recording pushed
14	outbound A1C1, A1A2, A1A2C1, A1 hold, A2 hold, A1 resume, A2 resume, A1 leaves, A2C1 ends	none	A1C1 A1A2 A2 perspective in A1A2C1, including A2C1 A1 perspective in A1A2C1 is recorded but not shown in CX
15	outbound A1C1, transfer A2, consult A1, A1A2C1, A2 leaves, A1C1 end	none	A1C1 A2C1 A1A2 A1A2C1 A2 perspective in A1A2C1 A1 perspective in A1A2C1 is recorded but not shown in CX

Inbound

1	Case	Issues	Recording Content	Comments	Case Status	QA Comments
2	A1C1	none	A1C1
3	A1C1, hold, resume	none	A1C1
4	A1C1, hold, resume, queue transfer to A2, hold, resume	none	A1C1 A2C1
5	A1C1, queue consult A2	none	A1C1 A1A2
6	A1C1, queue consult A2, retrieve A1C1, end A1A2, end A1C1	none	A1C1 A1A2
7	A1C1, queue consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2
8	A1C1, hold, resume, queue consult A2	none	A1C1 A1A2
9	A1C1, hold, resume, queue consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2
10	A1C1, consult A2	none	A1C1 A1A2
11	A1C1, consult A2, retrieve A1C1, end A1A2, end A1C1	none	A1C1 A1A2
12	A1C1, consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2
13	A1C1, hold, resume, consult A2	none	A1C1 A1A2
14	A1C1, hold, resume, consult A2, retrieve A1C1, retrieve A1A2, end A1A2, end A1C1	none	A1C1 A1A2
15	A1C1, named transfer to A2	none	A1C1 A2C1
16	A1C1, named transfer to A2, hold, resume	none	A1C1 A2C1
17	A1C1, hold, resume, named transfer to A2	none	A1C1 A2C1
18	A1C1, hold, resume, named transfer to A2, hold, resume	none	A1C1 A2C1
19	A1C1, consult A2, transfer	none	A1C1 A1A2 A2C1
20	A1C1, consult A2, retrieve A1C1, retrieve A1A2, transfer	none	A1C1 A1A2 A2C1
21	A1C1, hold, resume, consult A2, transfer	none	A1C1 A1A2 A2C1
22	A1C1, hold, resume, consult A2, retrieve A1C1, retrieve A1A2, transfer	none	A1C1 A1A2 A2C1
23	A1C1, transfer to A2, consult A1, transfer A1	none	A1C1 first leg A2C1 A1A2 A1C1 consult transfer
24	A1C1, consult A2, transfer A2, transfer A1	none	A1C1 first leg A1A2 A2C1 A1C1 direct transfer
25	A1C1, hold, resume, direct transfer A2, consult A1, retrieve A2C1, retrieve A2A1, consult transfer A1, direct transfer A2	5 legs in CX as expected, however both A2 transfer recordings are combined by middleware as side effect of logic that merges retrieved calls	A1C1 first leg A2C1 both direct transfers A1A2 A1C1 consult transfer A2C1 both direct transfers
26	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
27	A1C1, A1A2, A1A2C1, C1 leaves	Case broken in CX. No conference leg created when C1 leaves.	A1C1 Conference leg not created in CX so no recording pushed
28	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
29	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
30	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