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Call Recording Attributes - Identify Calls Actively Being Recorded

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  • 1.  Call Recording Attributes - Identify Calls Actively Being Recorded

    GCAP Member
    Posted 02-24-2021 13:57
    Hi - I am looking to see if there is an established system attribute that could be used to identify when a call is actively being recorded by the system.  This would help us to determine if and when an issue occurs where the call recording sub-system is not working for any reason.

    Currently, our recording policy is to record all calls end-to-end (IVR to AVD to post-call survey).  It would be helpful to have an queue column identifier in the workgroup queue view to show that a call is being recorded.

    Any help would be greatly appreciated - Thanks!
    #ArchitectureandDesign
    #Reporting/Analytics

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    Barry Farrington
    PureConnect Cloud Administrator
    FedPoint
    fedpointusa.com
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  • 2.  RE: Call Recording Attributes - Identify Calls Actively Being Recorded

    GENESYS
    Posted 02-24-2021 15:11
    Barry,

    There are two standard "Monitor Columns" that show when a call is being Listened to and / or being Recorded. Would these work?

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Call Recording Attributes - Identify Calls Actively Being Recorded

    GCAP Member
    Posted 02-25-2021 08:17
    Hi Paul - Do you happen to know the names of the 2 columns?  I've looked throughout the system and I don't see any such existing column.  If there is an existing attribute that could be used to create such a column, that would be helpful.

    Thanks!

    ------------------------------
    Barry Farrington
    PureConnect Cloud Administrator
    FedPoint
    fedpointusa.com
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  • 4.  RE: Call Recording Attributes - Identify Calls Actively Being Recorded
    Best Answer

    GENESYS
    Posted 02-25-2021 10:20
    Barry,

    I need to double check, but if I remember correctly, access to the columns is governed by the "Monitor Columns" access right. The columns themselves show up as "Lstns" and "Recs", I believe.

    I'll be connected to a system later and will verify.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 5.  RE: Call Recording Attributes - Identify Calls Actively Being Recorded

    GCAP Member
    Posted 02-25-2021 10:47
    Hi Paul - I found the "recs" column and it's exactly what I was looking for.  Thanks so much for your help on this!

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    Barry Farrington
    PureConnect Cloud Administrator
    FedPoint
    fedpointusa.com
    ------------------------------



  • 6.  RE: Call Recording Attributes - Identify Calls Actively Being Recorded

    GENESYS
    Posted 02-25-2021 16:26
    You are welcome!

    I'm glad it worked out. Can you do me / us a favor? Can you mark my response as "Best" / "Correct" Answer? It helps others find it and makes me look good ;-)

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    Paul Simpson
    Senior Technical Instructor
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