Extension recording modes

Each phone associated with a Phone data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. has a primary extension, and optional secondary extensions. Each extension has a default recording mode that determines the recording behavior for that extension.

Block Recording Rules and Block commands using AIM, Connect and other third party APIs will cause the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or contact The entire communication experience for a customer, from beginning to end. to not be recorded, regardless of the extension recording mode, recording rules or other third party API commands.

Available recording modes

  • Record—Record all calls on this extension.

  • Do Not Record—Do not actively record this extension. Other extensions on the same call will follow their respective Recording Mode, and may record audio for this extension. External API commands or recording rules do not override this setting.

  • Application Controlled—Record every call, and then delete it. At any time during a call, an Recording Rule or external API command can cause the Recorder to keep the call.

  • Start on Trigger—Do not record calls on this extension until a recording rule is triggered or an external API command starts recording. If the Recorder is set to CTI Controlled, recording will start whenever the Recorder starts, but audio prior to the recording trigger will be deleted; the interaction will start there, and continue to the end of the call. If the recorder control type is Recorder Controlled, recording start at the beginning of each call. Each segment is flagged, and this flag determines whether segment is kept or discarded when the call ends. If a recording rule is triggered, the Integration Service will segment the recording that is ongoing (if one exists) and the portion before the recording rule will be discarded. The portion after the recording rule will be kept. If no recording rule is triggered, the entire recording is discarded.

  • Recording Resource—Only for soft phones. Use in conjunction with a Service Observe or Single Step Conferencing Recorder Control type.

Related topics 

Recorder reference