V3 Voice Recordings
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XCALLY section | Voice → Voice Recordings |
On this page |
Discover Voice Recordings section with the New Client Experience at this link
What’s about
XCALLY allows you to record voice calls.
You can enable call recording for Voice Queues: calls going through the enabled queue will be automatically recorded:
Voice Menu → Voice Queues → Edit Voice Queue → Advanced Settings → Recording Format (to enable, choose a recording format)
You can enable call recording for Queue Campaign: calls going through the enabled queue campaign will be automatically recorded
Motion Bull → Queue Campaigns → Edit Queue Campaign → Advanced Settings → Recording Format (to enable, choose a recording format)
You can enable call recording on Outbound Routes to record automatically outbound calls
Voice menu → Outbound routes → Edit Outbound Route → Recording Format (to enable, choose a recording format)
You can enable call recording for Agents: Agents can manually record calls
Staff → Agents → Edit Agent → Phonebar Settings/ WebRTC Settings → Enable Recording
Split Voice Recordings
XCALLY allows you to record voice calls with a single audio per speaker using the Split Voice Recording feature.
The system will record in stereo and not in mono
This is the first version of the Split Voice Recordings feature. We are still working to better your experience using this new product improvement
Requirements
You need to install the 'ffmpeg' component Command for Debian: apt-get install ffmpeg
And restart the motion service to apply the change
The Split Voice Recordings feature is available for:
Voice Queue Calls automatic recordings (inbound, outbound, internal routes)
Motion Bull Queue Campaign automatic recordings, for all dialer methods
Manual recordings by Agents via Phonebar or WebRTC
From the Settings Menu → go to General → go to Global section and Enable audio split for voice recordings
Stop Recording on Voice Call Transfer
From General settings, you can select this option if you want the recording to stop when a call is transferred (discover how transfer works on this page).
For outbound calls, the recording will be stopped if you switch on the option
For inbound calls, stop recording on voice call transfer works in different ways, depending on whether the transfer is blind (when agent1 transfers the call to agent2 immediately) or attended (when agent1 calls before agent2 and then he transfers to them the call). In case of blind transfer the recording will always be stopped, in case of attended transfer depends on whether the transfer is internal or external.
SCENARIO
Stop Recording on Voice Call Transfer | Transfer Type | Recording |
|---|---|---|
ON | BLIND to Internal | 1 REC (audio with conversation Agent1&Client1) |
ON | BLIND to External | 1 REC (audio with conversation Agent1&Client1) |
ON | ATTENDED to Internal | 1 REC (unique audio that contains both Agent1&Client1 and with Agent2&Client1) |
ON | ATTENDED to External | 1 REC (audio with conversation Agent1&Client1) |
OFF | BLIND to Internal | 1 REC (unique audio that contains both Agent1&Client1 and with Agent2&Client1) |
OFF | BLIND to External | 1 REC (unique audio that contains both Agent1&Client1 and with Agent2&Client1) |
OFF | ATTENDED to Internal | 1 REC (unique audio that contains both Agent1&Client1 and with Agent2&Client1) |
OFF | ATTENDED to External | 1 REC (unique audio that contains both Agent1&Client1 and with Agent2&Client1) |
Inbound Calls
Agents → Edit → Record calls to user extension →Inactive (on both agents involved), so recording is not automatic on the agent channel
Client1 calls on a internal route Agent1 (not a Queue which has own settings)
Agent1 starts the registration manually and then transfers the call to Agent2
If you switch ON Stop Recording on voice call transfer:
With Transfer Type BLIND to Internal/External, output will be with a call recording only between Agent1&Client1
With Transfer Type ATTENDED to External, output will be with a call recording only between Agent1&Client1
With Transfer Type ATTENDED to Internal, output will be with a unique call recording that contains both Agent1&Client1 and with Agent2&Client1
If you switch OFF Stop Recording on voice call transfer there will always be an output with a unique call recording that contains both Agent1&Client1 and with Agent2&Client1
Voice Recording Section
From Voice Menu, you can access the Voice Recording section.
The list of the items displayed contains all the recording files available on the system:
Each recorded call shows the following information:
Type: type of the calls (inbound, outbound, internal or dialer)
UniqueID: uniqueID of the call
Caller: caller phone number
Called: called phone number
Connected: the internal number of the agent that has managed the call
Queue: name of the queue the call was managed
Agent: the agent who has managed the call
Rating: the rating assigned to the call. You can just click on the recording and choose a value (from 1 to 5 stars). Moreover it’s possible to insert a comment note, visible in the popup that opens when clicking on the registration and also as tooltip by passing the cursor over the rating
Audio: click on play button to hear a preview (ONLY for .wav format)
Date: date of the recording
Disposition / Second Level Disposition/ Third Level Disposition: the labels used if the call has been disposed
Transcribe: the status of the transcribe action
Sentiment Analysis: the status of the sentiment action
Post Call Analytics: the status of the sentiment action
In the header you can find two Search fields:
search by Date Range
search by Value → The tooltip icon links to this wiki to know fields on which filter is applied. In fact search is done on all these columns:
Id | UniqueId | CallerIdNum | MemberName | CallerIdName | AccountCode | UserId |
Channel | ConnectedLineNum | ConnectedLineName | Context | Exten | Value | Type |
Rating | Queue | Location | FileUri | FileText | CreatedAt | UpdatedAt |
UserDisposition | UserSecondDisposition | UserThirdDisposition | TranscribeName | TranscribeStatus | FailureReason |
|
Sentiment | sPositive | sNegative | sNeutral | sMixed | tempSentiment |
|
The three dots menu at the right end of the line shows the commands that can be applied to the selected recording:
Edit Voice Recordings: see LINK
Run Transcribe (AI Tool): when you click on it, the transcribe process starts and the label IN PROGRESS is shown until it is COMPLETED
Run Sentiment (AI Tool): when you click on it, the sentiment process starts and the label IN PROGRESS is shown until it is COMPLETED
Run Transcribe&Sentiment (AI Tool): this command runs transcribe and sentiment at the same time. When you click on it, the process starts and the label IN PROGRESS is shown until it is COMPLETED
Run Post call analytics (AI Tool): when you click on it, the post call analytics process starts and the label IN PROGRESS is shown until it is COMPLETED
Download Voice Recording: click here if you want to download the selected recording file
Delete Voice Recording: click to delete the selected recording file
If you want to select multiple recordings and apply commands to all of them in a while, just click the box you find on the left to select the item or click on the box on top to select all of them.
When you have done a selection (of one, more than one or all the recordings), some new commands will appear on the right side of the header:
With these commands you can:
Download the details of the recordings (csv format)
Run Transcribe only
Run Sentiment Analysis only
Run transcribe&sentiment analysis
Run post call Analytics
Delete the recordings
Voice recordings and permissions
Based on permissions set in the User Profile, Users can see Voice Recordings on these conditions:
if the user has permission only on Voice Recordings, he can view the Voice Recordings section with an empty table
if the user has permissions on Voice Recordings, Voice Queues and Queue Campaigns, he can view Voice Recordings belonging to assigned voice queues or queue campaigns (internal, inbound, dialer related to queues). So if the user has view of the queues but not the agents, he still views the recordings of the agents assigned to those queues
if the user has permissions on Voice Recordings, Voice Queues, Queue Campaigns and Agents, he can view Voice Recordings belonging to assigned voice queues or queue campaigns and recordings of assigned agents (internal, inbound, dialer, outbound)
if the user has permissions on Voice Recordings and Agents, he can view Voice Recordings belonging to assigned agents (internal, inbound, dialer, outbound). So if the user has a view of the agents but not of the queues, he still views the recordings of the agents even though they were made on the queues
Edit Voice Recordings
With the top-right commands, you can:
Play the recording
Download the audio (full voice recording)
Run Transcribe only
Run Sentiment Analysis only
Run transcribe&sentiment analysis
Run Post-Call Analytics
From the first tab, you can access the General Settings.
Voice Recordings with Quality Analysis
Transcribe, Sentiment Analysis and Post call Analytics are XCALLY Artificial Intelligence Features
You can apply Quality Analysis on New Client Experience: explore here the relative documentation.
Moreover it’s possible to configure AWS Categories find out more
Requirements
How-to change directory for Voice Recordings
Follow below instructions if you want to move the default directory for Voice Recordings store.
Rename the default directory /var/spool/asterisk/monitor:
mv /var/spool/asterisk/monitor /var/spool/asterisk/monitor_backupPlace a symbolic link. For example, if you you want to move recordings to /usr/src/myrecordings:
cd /var/spool/asterisk ln -s /usr/src/myrecordings monitorVERY IMPORTANT: the name of symbolic link MUST BE "monitor".
If you want to copy the already existing recordings, execute:
mv -f /var/spool/asterisk/monitor_backup/* /usr/src/myrecordings
How-to change encryption algorithm for Voice files
It is possible to change the encryption algorithm used by the system to encrypt Voice Recording files.
Currently, only one subset of AES flavors is supported. Default value: aes192.
Connect to the server using SSH and edit the hidden configuration file /var/opt/motion2/.env
Update the encryption algorithm, by adding this line, with the new value
Restart XCALLY Motion following this procedure: https://xcally.atlassian.net/wiki/spaces/ADWI/pages/1853652993/Environment+variables#How-to-apply-environment-variables