Call Recording

Calls between the A and B parties (or the A and C parties if Mid Call Divert is used, or the A, B and C parties if Mid Call Conference is used) can be recorded and the resultant mp3/wma/wav files can be sent to a pre-defined email addresses, FTP/SFTP server, or both or downloaded using the API

Mode

New in version 1.43 the ability to split the A and B Party audio has been added.

• Record All Parties (Default)

• Record A Party Only

• Record B Party Only

• Record A and B Party

• Record A and B party with Combined file

• Stop on C Party Answer

When using a mode other than “Record All Parties” or “Stop on C Party Answer” it is not possible to configure Mid Call Divert, Mid Call Conference or Start/Stop On Demand Call Recording.

Sidetone ("cross-talk”)

It is possible for one party’s audio to ‘bleed’ into the call recording of another party - even if the option to only record one party has been selected.

The reason for this is due to ‘Sidetone’, a recognised and intentional feature used predominantly in analogue handsets, therefore it is not something that can be removed.

Sidetone is less likely to be present when using IP or Mobile phones.

More detail on sidetone can be found here: https://en.wikipedia.org/wiki/Sidetone

Example:

The use of sidetone means that when listening to some of the single party files, both parties may be audible. As an example, if Mrs Smith rings into her bank using an analogue phone on her landline and the agent in the call centre is using an IP phone, then in the A-party file, both parties will be heard but Mrs Smith’s voice will be the loudest. In the B-party file only the Agents voice will be heard.

Combined File

Where low-volume sidetone from each call leg (see above) would be present in the opposite recording, the resulting combined recording could contain an echo effect. This is due to the B party leg recording starting a fraction of a second after the A leg recording.

An adjustment equal to this delay between A and B is applied to the B party recording in order to cancel out this effect.

However, it can not be guaranteed that the echo will be removed from all call recordings, as there is no control over the types of handsets that will be used when making calls.

Call Recording Files

The FTP Filename will not include the CDR Data items when the Custom CDR Data option is not enabled.

Mode	All Parties
Files	A single audio file with all parties recorded
Email Attachment Name	CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]

Mode	A Party Only
Files	A single audio file with the A Party audio only
Email Attachment Name	AParty_CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]_AParty

Mode	B Party Only
Files	A single audio file with the B Party audio only
Email Attachment Name	BParty_CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]_BParty

Mode	A and B Party
Files	Two audio files. One file for the A Party audio and a second file for the B Party audio
Email Attachment Name	AParty_CallRecording BParty_CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3][CDRData4]AParty [CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]_Bparty

Mode	A and B party with Combined
Files	Three audio files. A file for each of the A and B Party audio and a third file having the A and B Party audio merged
Email Attachment Name	AParty_CallRecording BParty_CallRecording Combined_CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3][CDRData4]AParty [CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3][CDRData4]BParty [CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]_Combined

Mode	Stop on C Party Answer
Files	A single audio file with only the A & B parties recorded
Email Attachment Name	CallRecording
FTP Filename	[CALLID][CallRecordingID][CDRData1][CDRData2][CDRData3]_[CDRData4]

Muting

If enabled, call recordings can be ‘muted’ if the B-party presses DTMF 00 when sensitive information is about to be given by the A-party. Any DTMF key press un-mutes the recording.

The resultant call recording will contain silence equal to the period of time muting was in force. The called party will hear a short audio cue each time muting is invoked.

On Demand

If enabled, call recordings can be switched on and off (started/stopped) by the called party by pressing DTMF 7. By default, call recording is OFF at the beginning of a call until the called party presses 7 where call recording is switched on. All subsequent key presses will toggle the call recording status.

The resultant call recording will only contain audio when the recording status is ‘started’, unlike muting which contains periods of silence. The called party will hear a short audio cue each time start/stop is invoked.