Configure Webex Contact Center Call Recording Settings
Configure Webex Contact Center CallRecording ntsCall Recording Tenant ConfigurationRecording ManagementRecording Pruning StrategyPruning ValueRecording StorageLeg RecordingsPause/ResumePause DurationRecord All CallsAllow Agent To Access RecordingsCall Recording Queue ConfigurationPause/ResumePause DurationRecord All CallsRecording Schedule ConfigurationUser Access Recording SettingsEnabling authorized usersAccess To RecordingsRecording ManagementHow to search call recordingsIntroductionThis document describes how to configure and customize Call Recordings in Webex ContactCenter. Call Recording is an optional service module that enables authorized users to record callshandled by Webex Contact Center. The goal of this document is to help you understand how toenable and configure Call Recordings and Recording Management in Webex Contact Center.PrerequisitesRequirementsCisco recommends that you have knowledge of the following topics:
Cisco Webex Contact Center Call RecordingsNote: This document is targeted towards customers and partners who have deployedWebex Contact Center to their network infrastructure.Call Recording Tenant ConfigurationWebex Contact Center Recording functionality can be customized based on your requirementsusing various tenant level settings. These settings need to be configured in concurrence with eachother to make call recording work as designed. Below is the list of key tenant level settings:Recording ManagementIf Recording Management Enabled is set to Yes, then the Recording Management module isenabled for your enterprise.
Recording Pruning StrategyThis setting specifies the recording pruning strategy for the enterprise. You can select TimeBased, Agent Minutes, or Storage Based Pruning Strategy. However, Time Based is the onlysupported strategy. When a change is made to this setting, an email is sent to all users who are
authorized to change the setting.Pruning ValueThis setting specifies the number of days to retain recordings. Recordings are removed after thespecified number of days is reached. These settings are selected when enabling Call Recordingsfor the tenant.
Recording StorageThe Recording Storage option at the tenant level configuration specifies the number of days callrecordings are retained. By default, Cisco retains recordings for 30 days. You have an option toretain recordings for a longer duration upon request with a contract. This setting is selected whenenabling Call Recordings for the tenant.Leg RecordingsIf the Enabled Leg Recordings option is set to Yes, three files are created for each recorded call.One with audio of both the caller and the agent, one with just the caller audio, and one with justthe agent audio. Currently, this is a custom setting.
Pause/ResumeIf the Pause/Resume option is enabled, agents can click on the Privacy Shield button during a callto pause and resume potential call recordings. For example, the agent might need to pause apotential call recording to obtain credit card numbers or other protected information. The PrivacyShield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in thetenant service configuration. Check with Cisco TAC and ensure the Tenant Privacy Shield isenabled for your tenant.
Pause DurationThe Recording Pause Duration setting specifies how many seconds a call recording is paused ifan agent does not click the Turn Off Privacy Shield button. This setting is selected when enablingPrivacy Shield for the tenant.
Record All CallsIf the Record All Calls option is set to yes, all inbound and outbound calls are recorded for thetenant. The Recording Schedule is not applicable in this case. If set to No, call recordings stillcould be enabled based on settings for each queue or by using the Call Recording Schedule.
Allow Agent To Access RecordingsIf the Allow Agent To Access Recordings option is set to Yes, agents with the proper Agent Profilepermissions can access the recordings of the calls that they handled within the past 24 hours.
Call Recording Queue ConfigurationWebex Contact Center Recording functionality can also be customized based on customerrequirements using various Queue based settings. These settings need to be configured inconcurrence with each other to make it work as designed. Below is the list of key Queue levelsettings.Pause/Resume
You can configure the Pause/Resume option for specific queues. Select Yes or No to specifywhether or not agents can click the Privacy Shield button during a call. This allows an agent topause and resume a call recording. If the Pause/Resume option is Enabled at the tenant level,then this setting at the Queue level is ignored. This is because tenant settings supersede Queuesettings.The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature isenabled in Webex Contact Center service configuration. Check with Cisco TAC and ensure theTenant Privacy Shield is enabled
Pause DurationYou can enable the Recording Pause Duration at the Queue level. If Pause/Resume Enabled isset to Yes, you can specify the Recording Pause Duration in seconds. This allows you to specifyhow long the call recording is paused if the agent does not click the Turn Off Privacy Shield buttonmanually. If the Pause/Resume Enabled field at the Tenant level is set to Yes, then settings at the
Queue level are ignored. This is because tenant settings supersede queue settings.Record All CallsThe Record All Calls option at the queue level specifies that all calls for this queue are recorded.
The Record All Calls setting at the tenant level supersedes the option at the queue levelRecording Schedule ConfigurationCall recordings can be configured and customized in Recordings Schedule. Please be aware that
the Recording Schedule option is ignored If the record all calls option is enabled at the tenant orQueue level.The Recording Schedule configuration is available through the Call Recording module. You canselect a queue from the Queue drop-down list.All call recording schedules for that queue are displayed.In Recording Schedule you can configure the following parameters: Under Advanced Settings, you can specify weekdays and time intervals to record callsStop Recording on Transferred Out Calls option allows call recording to be stopped when acall is transferred out.Enable Pause Resume parameter if you want agents to have access to the Privacy Shieldicon during call recording. In this case that the agent can pause and resume the recording. Besure to instruct agents about this feature. The Privacy Shield icon is displayed on the AgentDesktop only if the Privacy Shield feature is enabled in your Webex Contact Center serviceconfigurationIf you enabled Pause Resume option in Recording Schedule you can also specify PauseDuration (in Sec) parameter. Please enter the number of seconds the recording to be stopped,if the agent doesn't click the Turn Off Privacy Shield button earlierThe percentage field indicates, what % of all call volume to the specific queue must berecorded. For example, if this value is set to 50.0 then only every other call is recordedFilter By field allows to narrow down call recordings to specific Sites, Teams, and Agents
User Access Recording SettingsEnabling authorized usersAuthorized users have the capability to edit call recording configurations. This capability can begranted under User Profiles. Authorized users can select which queue, team, site, and agent theywant to record, and for what time period.
Access To RecordingsThis setting only appears if Allow Agent To Access Recordings is enabled at the tenant level.The Acces to Recordings option can be configured for agents through the Agent Profileconfiguration menu. Select Yes or No to specify whether or not agents can access recordings thatthey handled in the past 24 hours.Recording ManagementThe Recording Management module can be enabled and configured for users from the User
Profile configuration menu. This module allows authorized users to search and play recordings.The following additional permissions can be customized by the Tenant Administrator whengranting access to the Recording Management module:Manage Recordings - Allows authorized users to delete and restore recordingsTags - Allows authorized users to access the Tags tab to view, create, and edit tags that can beassigned to audio files for use as search criteriaCustom Attributes - Allows authorized users to access the Custom Attributes tab to create andmodify custom attributes whose values can be saved with recordings and later searched for.Security Keys - Allows authorized users to access the Security Keys tab to view and change theschedule for generating security key pairsHow to search call recordingsYou can search for call recordings in the Recording Management module.
You can filter the call recordings based on the Queue, Site, Teams, Agent, Wrap up Codes andTags.
Advanced Search allows you to filter the recordings based on CAD Variables, Recording Duration,Custom Attributes and Call Attributes
Webex Contact Center to their network infrastructure. Call Recording Tenant Configuration Webex Contact Center Recording functionality can be customized based on your requirements using various tenant level settings. These settings need to be configured in concurrence with each other
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