CCAI Platform is able to record calls. This lets you retain call recordings for training or regulatory purposes.
Call recordings are stored in external storage that you need to configure. For more information, see External Storage configuration.
The audio file format can be set to either MP3 or WAV audio format. Here are the specifications for call recordings:
Stereo dual channel, with the end-user on channel 1 and agent on channel 2.
Sample rate: 8kHz
Sample encoding: MPEG audio (layer I, II or III)
Bitrate: 32 kbps
Precision: 16-bit
Caller announcements
Various laws require that callers know when and if they are being recorded. Using the following announcements, you can make sure your callers are alerted as needed. It is important to seek legal advice to determine when and where you are responsible to announce call recording.
Record a call announcement
The announcement message is configured in the CCAI Platform portal in Settings > Languages & Messages and is played for incoming calls.
When is the "Record a call" message not played to the caller?
The following scenarios in which a caller wouldn't hear the "Record a Call" message:
Outbound calls see Call Recording - Configuration Options
An agent clicks on the "Hang up and callback" option in the agent adapter while on a call
A caller chooses "Callback" as an option when no agents are available to take the call (must have Callback on as an Overcapacity Deflection option)
Caller selects the "Schedule a Call" option is available for Mobile and Web SDKs
Record an outbound call message
This announcement message is configured in the CCAI Platform portal in Settings
Languages & Messages > Record an Outbound Call Message and is played for outbound calls. There are 2 types of outbound calls for Call Recording purposes, Callback and Agent initiated.
Callback outbound calls are placed by the system automatically when either the caller has reached the top of the queue when selecting "callback" from overcapacity settings, or for scheduled calls. See more in Call Settings: Over Capacity Deflection & Caller Announcements.
Agent initiated calls are outbound calls that the agent has to take deliberate action to place the call:
Dialed Outbound Calls
An agent uses the dial pad in the Agent Adapter to place a call
An agent clicks a phone number in the CRM record to place a call
An agent listens to a voicemail and uses the call back feature
Short call callbacks see Call Recovery Features
"Hang Up And Callbacks" see Call Recovery Features
Add a Third Party Calls