Handle Voice Recording

Enables agents to access call recording as part of voice activities and its playback controls, such as seeking and navigating within recordings.

The call recordings have been added in CX as part of Voice activities and can be accessed in the Customer Interaction History based on the user permissions for each call leg individually. The users can play the call recordings by navigating to the voice activities in the interaction history and by clicking the respective play button for each call recording users will be able to access the recording playback and can use the seekbar to control it. With the seekbar feature, agents can:

1. Control Playback: Pause, resume, and navigate through the recording, using the seekbar.

2. Navigate Efficiently: Jump to specific timestamps within the recording to review parts of the interaction without replaying the entire file.

3. Clear Visibility: Display the total duration of the recording and the current playback time on the seekbar.

The 'play' button is visually distinct and indicates its active state.

• Clicking the play button opens a recording player with the following features:

  • Mute/unmute

  • Play/pause

  • Close recordings

• The recording player remains floating. This allows agents to navigate to different pages without interruption until the player is closed.

• Tooltips are added to the mute/unmute, play/pause, and close buttons for better readability and user experience.

• The voice recordings are pushed against each call leg.

• The recording link access permission detail is mentioned here.

• The limitations for call recording integrated with Cisco are listed here.