Recording Calls in CX Voice

The recording mechanism for CX Voice is based on a set of scripts and even hooks that trigger for starting/stopping/pausing/resume recordings based on certain events.

Dialplan

The user_record dialplan in CX Voice must have the last section configured as below:

It set certain variables required for basic recording configuration.

Events and Scripts

The EFSwitch events to note are:

CHANNEL_BRIDGE

This event occurs during the following times:

• Agent answers inbound call

• Agent answers consult call

• Agent answers direct transferred call

• Customer answers outbound call

• Consult transfer call between A2 and C1 is bridged

This even triggers a script that will check the data from the event and decide which type of call this is i.e. manual outbound, consult, direct transfer etc. Based on this, a filename will be created with the format dialogId:agentExtension:ani:legStartTime and recording started.

CHANNEL_UNBRIDGE

This event occurs during the following times:

• A call ends

• A customer call is transferred by an agent to another agent or queue

• Consult transfer occurs

This even triggers a script that stops any ongoing recordings.

CHANNEL_STATE

This event is triggered on hold and resume events, and call recordings are held and resumed accordingly.

Barge/Consult Conference

When a supervisor barges into a call, or a consult conference is created, or a member is added to any conference, the CHANNEL_BRIDGE event above is not triggered. Therefore recordings are started in the barge and consult conference scripts respectively, rather than the hook scripts.

Issues

• Due to the manual recording pause/resume for hold/resume events, there will be at most one second of music during some calls.