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  • 1.  call recording

    Posted 05-23-2023 10:00

    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
    ------------------------------


  • 2.  RE: call recording

    Posted 05-24-2023 01:52

    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
    ------------------------------



  • 3.  RE: call recording

    Posted 05-24-2023 08:34

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



    ------------------------------
    Jorge Bellido
    Interaxa Brasil Tecnologia e Informatica Ltda
    ------------------------------

    Original Message


  • 4.  RE: call recording

    Posted 05-25-2023 02:11

    We have changed from NETANN to MSML without any changes. We also record calls between the agents and customers.
    For this, I do not think this requires MSML. Of course you need SIPServer and MCP. I will suggest you to try it out.



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

    Original Message


  • 5.  RE: call recording

    Posted 05-26-2023 05:26

    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


  • 6.  RE: call recording

    Posted 05-26-2023 10:47
    Edited by Jorge Bellido_old 05-26-2023 10:59

    This might help you

    Documentation:Composer:Help:ComposerEquivalenttoIRDTreatment:8.1.4 - Genesys Documentation

    Documentation:Composer:Help:CreateUserAnnouncementBlock:8.1.5 - Genesys Documentation

    Documentation:OS:Developer:RecordUserAnncmt:8.1.4 - Genesys Documentation
    Documentation:OS:Developer:DialogIntf:8.1.4 - Genesys Documentation

    ------------------------------
    Jorge Bellido
    Interaxa Brasil Tecnologia e Informatica Ltda
    ------------------------------

    Original Message


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