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API Documentation
  • About
  • Version History
  • Introduction
    • Account Setup
    • Platform Features
    • Mid Call Divert/Mid Call Conference
    • Call Whisper
    • Conferencing
    • Percentage Distribution Algorthm
    • Call Queueing
    • Call Recording
    • Outbound Call
    • IVR Voicemail Retrieval Telephone Service
    • IVR Service Switcher Telephone Service
    • Web Service Security
    • Web Service Definition Language
      • Using a development environment other than the .NET Platform
    • Web Service Error Handling
    • Real-Time Multi-leg Call Data Records
      • Pseudo Code
      • Real-Time Multi-Leg CDR Call Types
    • Status Code Table
    • Default Audio
    • Development Guidelines
      • Development LAB Platform Test Harness
    • Post Call
    • DTMF Controlling Party
    • Data Rentention Policy
    • API Availability
    • Dynamic Call Agent (DCA)
      • Status Code Table
      • Call Outcome Table
      • Call Status Table
      • IVR Dynamic Call Agent Service
      • Apology Modes
    • JSON API
    • Emails
      • Custom Email Settings
      • Not Receiving Emails
      • Global Email Variables
      • Using Custom Service Variables within your emails
      • Email Content Type
      • Email Address HTML encoding
    • TimeZone Offset Setting
      • TimeZone Offset Table
      • Daylight Saving Time Changes
    • Public IP Addresses
    • Default Email Settings
    • Scheduled Call Feature
      • How to create a Scheduled Call request
      • What CLI be presented to the called parties
      • How to check the progress of a Scheduled Call request
      • How to retrieve the call statistics for my Scheduled Calls
      • How to delete a queued Scheduled Call request
      • How many simultaneous Scheduled Calls can be in progress
      • How many Scheduled Call requests can be created
  • Service Creation
    • Node XML structure
    • Service XML structure
    • Custom Service Variables
    • Variable Scope
    • Node Security
    • Graphical Representation of a Sample Service
    • Sample Service XML
    • Sub Plans
    • Sub Plan Example XML
  • Web Service Authentication
  • Service Audio
  • Node Reference
    • Start
    • Page 1
  • Security Methods
  • Service Management Methods
  • Audio Management Methods
  • General Methods
  • File Management Methods
  • Real-Time Data Methods
  • Service Number Activation Methods
  • Number Group Methods
  • Account Methods
  • Payphone Barring
  • Dynamic Call Agent Methods
  • Tiff to Fax Methods
  • Call Barring Methods
  • Platform Logging Methods
  • Platform Logging
  • Data Tables
  • Scheduled Call
  • External Number Management Methods
  • Phone Book Management Methods
  • Origin List Management Methods
  • Private SIP Management Methods
  • Bulk Configuration
  • Appendix
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  • Mode
  • Sidetone ("cross-talk”)
  • Combined File
  • Call Recording Files
  • Muting
  • On Demand

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  1. Introduction

Call Recording

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Last updated 2 months ago

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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:

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.

https://en.wikipedia.org/wiki/Sidetone