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:
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Agent answers inbound call
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Agent answers consult call
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Agent answers direct transferred call
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Customer answers outbound call
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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:
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A call ends
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A customer call is transferred by an agent to another agent or queue
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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
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Due to the manual recording pause/resume for hold/resume events, there will be at most one second of music during some calls.