Create conditions for a recording rule

In addition to a schedule and rule settings, you must create conditions for your recording rules. While the settings and schedule define what action to take and when, conditions define the criteria that will trigger the rule.

Procedure

In Enterprise Manager, click Recording Management > Recording Rules >Conditions.
Click Add to specify the conditions under which the recording rule should be triggered.
For each condition, select an Attribute and a Condition. In the field beside the condition, type a value or click the pencil icon to select a value from the list.

You may enter multiple values for some conditions. These must be separated by a semi-colon ( ; ).
If you are creating only one condition for this rule, select End from the Terminator drop-down list. If you are creating more than one condition, use the parentheses check boxes and the And and Or terminators group parts of the condition together logically.

Example:

The following rule triggers recording when the supervisor is eitherJohn Doe or Jane Doe, the call is placed on hold more than three times, and the entire call is longer than 20 minutes (1200 seconds). If you are creating only one condition for this rule, select End from the Terminator drop-down list. If you are creating more than one condition, use parentheses (by clicking the * in each line) and the And and Or terminators group parts of the condition together logically.

Compare the first rule with the following rule, which triggers recording when the Supervisor is John Doe, OR the Supervisor is Jane Doe, the call is placed on hold more than three times, and the entire call is longer than 20 minutes (1200 seconds). Note how only the placement of parentheses has changed, but the rules will produce different results: the first rule will record only those calls where John Doe or Jane Doe are the supervisor, and the other criteria are met, while the second rule will record all calls where John Doe is the Supervisor, and only some where Jane Doe is the Supervisor.
At the end of your condition, select the End terminator.
Click Add.
Click Save.

Usability issue with the In List and Not In List condition settings

A recording rule condition includes an attribute setting, a condition setting, and a condition box where you enter a value for the condition setting.

The condition box field has a length limitation of 256 characters. A usability issue can occur when the "In List” or “Not In List” condition setting is used and there are a large number of items to be entered in the condition box field. To overcome this limitation , you must split the condition into multiple rows using the “Or”/”And” terminator.

For example, assume you want to split the condition below into two or more rows:

Attribute setting = ANI Condition setting = In List Condition box field values = 1,2,3,4,5,6,7,8,9,0 so that you have that you basically have this condition:

ANI “In List” “1,2,3,4,5,6,7,8,9,0,"

You can change the condition into a condition consisting of three rows, like this:

( ANI “In List” “1,2,3” OR
ANI “In List” “4,5,6” OR
ANI “In List” “7,8,9,0” )

Here is another example using the “Not In List” condition setting. Assume you have the condition:

ANI “Not In List” “1,2,3,4,5,6,7,8,9,0”

You can split the condition into three rows like this:

( ANI “Not In List” “1,2,3” AND
ANI “Not In List” “4,5,6” AND
ANI “Not In List” “7,8,9,0” )