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How to force the Server Side recordings as soon as a call hits an IVR?

Hello,

We are using SAP Contact Center 7.0.9.0 in a productive environment.

Current scenario looks like this:

We would like to force the recordings as soon as a call hits a Custom IVR

How we can configure our system in order to achieve this?

Kind Regards.

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1 Answer

  • Aug 09, 2017 at 09:36 AM

    Hi

    Currently, the IVR natively supports creating recordings within the IVR (Record element), but there is no built-in method for activating the SSR recording for the ongoing call. Customizing that would required understanding of python, cctr signalling, and the required linkages between recordings and queues/users.

    Some alternatives to try:

    • If you always want to record the complete interaction, test creating a queue in front of the IVR, which merely activates the recording, and forwards the call further to the IVR
    • If you use OII or QMS interfaces, study how they support (de-/)activation of call recording

    BR
    -Lasse

    ps. Minor side note, the Rules of engagement highly recommend using personal profiles with real names. Hope you will find the forum useful and keep contributing nevertheless.

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