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 Call recording advice

Brian Woolton's profile image
Brian Woolton 8x8 User posted 11-01-2023 07:30

Hi all,

We are new to 8x8 so forgive the newbie question. we are using VCC and we've been told that if we want to record calls we have to record the entire call even if the user stops the recording part way through. The support docs don't seem to give a full end-to-end description of how to enable / configure call recording,. It seems odd that we have the option to stop and start recording but the whole call is recorded regardless.

When we turned on call recording as a test we were getting three audio files - one with the call up to the stop, one from the stop to the end, and a third with the whole call including the period that was stopped. 

Is anyone out there successfully pausing recording so that none of the paused section is recorded anywhere? If so, how is this configured?

Thanks

Brian

Ben Fischer's profile image
Ben Fischer 8x8 User posted 11-07-2023 21:30

I just did a test for you.

When I pressed PAUSE on the recording, no audio was recorded on the recording in Quality Management. 

When I downloaded the audio file, there was 1 and it did not have any of the paused audio.

SO,

Where are you downloading your 3 files from?

Brian Woolton's profile image
Brian Woolton 8x8 User posted 11-08-2023 01:02

Hi Ben,

Thanks for looking at this. We resolved the issue yesterday when 8x8 (finally) confirmed how to set this up -  we set the User to record 100% but leave the queue at 0% and now we get one recording with silence when it is paused.

We have found that if we set the Queue to record 100% then it records the whole call regardless of any other setting or actions. This recording is separate to recordings initiated by the user,

The three recordings I was getting previously were in "My recordings" in the Agent workspace. The first was the Queue recording, the other two were User recordings. With the new settings we get 1 recording in the "Recordings" screen in the Admin Console.

It appears there are two parallel ways to set up call recording and we were in between the two.

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