Hello all,

My client asks to create this callflow:

1- The customer call  the contact center at non working hours 
2- On ivr we ask him to leave a message ( in wich he will express his needs)
3- This message will be recorded and stored , then it will be sent to a third party application in order to trancript it 

Is it possible to record customer voice from ivr ? if so, is the installation of GIR mandatory to do so ?

Hi.
Yes, it is possible. You can use the IRD block RecordUserAnnouncement. The recorded file will be located in the mcp directory with a combination of the filename you give and a identifier under users and can be taken from there f.i. by a script. We use this for Voice Mail functionality and also for the agents to record their personal greetings. No need for GIR.

BR
Erik Norheim
DNB ASA

Hello all,

My client asks to create this callflow:

1- The customer call  the contact center at non working hours 
2- On ivr we ask him to leave a message ( in wich he will express his needs)
3- This message will be recorded and stored , then it will be sent to a third party application in order to trancript it 

Is it possible to record customer voice from ivr ? if so, is the installation of GIR mandatory to do so ?

Which VoIP DN is needed for this? MSML? Application? 

Hi.
Yes, it is possible. You can use the IRD block RecordUserAnnouncement. The recorded file will be located in the mcp directory with a combination of the filename you give and a identifier under users and can be taken from there f.i. by a script. We use this for Voice Mail functionality and also for the agents to record their personal greetings. No need for GIR.

BR
Erik Norheim
DNB ASA

Hello all,

My client asks to create this callflow:

1- The customer call  the contact center at non working hours 
2- On ivr we ask him to leave a message ( in wich he will express his needs)
3- This message will be recorded and stored , then it will be sent to a third party application in order to trancript it 

Is it possible to record customer voice from ivr ? if so, is the installation of GIR mandatory to do so ?

Hi.
Yes, it is possible. You can use the IRD block RecordUserAnnouncement. The recorded file will be located in the mcp directory with a combination of the filename you give and a identifier under users and can be taken from there f.i. by a script. We use this for Voice Mail functionality and also for the agents to record their personal greetings. No need for GIR.

BR
Erik Norheim
DNB ASA

Hello all,

My client asks to create this callflow:

1- The customer call  the contact center at non working hours 
2- On ivr we ask him to leave a message ( in wich he will express his needs)
3- This message will be recorded and stored , then it will be sent to a third party application in order to trancript it 

Is it possible to record customer voice from ivr ? if so, is the installation of GIR mandatory to do so ?

Actually, we are using SCXML strategies with composer, and I couldn't find the RecordUserAnnouncement block, I wonder if your solution is achievable in this case?

------------------------------
Mahmoud Ben Ali
Orange SA

Original Message:
Sent: 05-24-2023 01:52
From: Erik Norheim
Subject: call recording

Hi.
Yes, it is possible. You can use the IRD block RecordUserAnnouncement. The recorded file will be located in the mcp directory with a combination of the filename you give and a identifier under users and can be taken from there f.i. by a script. We use this for Voice Mail functionality and also for the agents to record their personal greetings. No need for GIR.

BR
Erik Norheim
DNB ASA

------------------------------
Erik Norheim
DnB Bank ASA

Original Message:
Sent: 05-23-2023 09:59
From: Mahmoud Ben Ali
Subject: call recording

Hello all,

My client asks to create this callflow:

1- The customer call  the contact center at non working hours 
2- On ivr we ask him to leave a message ( in wich he will express his needs)
3- This message will be recorded and stored , then it will be sent to a third party application in order to trancript it 

Is it possible to record customer voice from ivr ? if so, is the installation of GIR mandatory to do so ?

#RoutingandOrchestration(ACD/IVR)

------------------------------
Mahmoud Ben Ali
Orange SA
------------------------------