Audio Recording and Monitoring
Audio Recording:
- Record agents conversations - outbound or inbound - to WAV files
- Record all calls. Save all or specific call dispositions
- Automatic start/stop or manual start/stop of recording
- Ability to stop recordings to collect DTMF digits (such as credit cards) without the agent hearing or seeing the information
- Can allow agents to stop and restart recordings and add an automatic or specified suffix for new the WAV filename
Audio Monitoring:
- Monitor agents' conversations via IP or dialing into the system externally
- Option to require a PIN (to allow your customers to monitor)
- Option to allow monitoring only certain stations based on PIN
Recordings Quality Control feature screenshot:
