Call Recording - Avaya IP Office 8.1 Product Description

Call Recording

IP Office Preferred Edition and Voicemail Pro also offer call recording services that allow the automatic/manual
recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. As
standard, recordings can be directed to the called extension's voicemail box or to any other mailbox for later
retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based
browser by using ContactStore for IP Office.
An option allows to detect a tampered recording to avoid any abuse of recordings. This is available for
recordings in a voicemail box and in the central database of contact store as well.
The system administrator can select whether all calls are required to be automatically recorded or just a
selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are
not available then a recording may not be taken (for example all voicemail ports are busy).
Voicemail Pro provides a number of methods for triggering the recording of a call.
Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager
application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period
during which Voice Recording should operate can be selected.
User Recording
·
The calls to and/or from a particular user can be automatically recorded. By default the recordings are
placed in the user's mailbox. The configuration could be set whether on "external" calls only (default)
or on "external and internal" calls.
Hunt Group Recording
·
The calls to a particular hunt group can be automatically recorded. By default the recordings are
placed in the hunt group's mailbox, but there is the ability to select a target mailbox made for or on
behalf of a subscriber. The configuration could be set whether on "external" calls only (default) or on
"external and internal" calls.
Account Code Recording
·
An account code can be applied to a call by the user before it is made. This can be used to trigger
recording of outgoing calls.
Caller ID Recording
·
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a
Caller ID match.
Time Profiles
·
For each user, hunt group and/or account code, an IP Office time profile can be used to determine
when auto-recording is used.
Incoming Call Routes
·
Incoming Call Routes can trigger automatic call recording.
Note: It is possible for several recordings to be made of the same call. For example, if both automatic hunt
group recording and automatic user recording are applicable to the same call, separate recordings are produced
for both the hunt group and the user. Recording only continues while the party triggering the recording is part
of the call, for example:
Recording triggered by a user stops when that call is transferred to another user.
·
Recording triggered by a hunt group continues if the call is transferred to another member of the same
·
group.
Recordings triggered by an incoming call route last until the call is cleared from the system.
·
Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office
system. For some situations, it may be a requirement that call parties are advised that their call is about to be
recorded. This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client. The
maximum length of any call recording is 60 minutes.
Pause Call-recording
This feature allows you to pause call recording for a specific time period. This is typically useful when a client is
communicating his/her credit card number with a Customer Service agent.
Leading credit card companies defined standards in the PCI Security Standard Council and one of these
standards is not recording credit card numbers given by the customer. This feature allows us to comply with
such standards.
The IP Officer user can pause call-recording manually via a toggle pause button that can be configured by an
administrator through the Button Programming tab of the user configuration. The Pause Recording feature is
available with both Centralized and Distributed Preferred Edition.
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 375
Issue 26.k.- (16 August 2012)