Stop Recording on Voice Call Transfer
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Overview
The Stop Recording on Voice Call Transfer feature allows administrators to control whether a call recording should be terminated when a call is transferred between agents.
This option can be configured in Settings → General → Global tab --> Stop Recording on Voice Call Transfer.
Behavior based on Call Direction
Outbound Calls
When Stop Recording on Transfer is enabled, the call recording will stop upon transfer.
If an outbound route is configured with Settings → General → Recording (by selecting a format), recording resumes after transfer.
Inbound Calls
The behavior depends on the type of transfer:
blind (agent1 transfers the call to agent2 immediately): the recording will always be stopped
attended (agent1 calls before agent2 and then he transfers the call): it 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
Agent settings: Record Calls to User Extension set to Inactive (for both agents), so recording is not automatic on the agent channel
Client1 initiates a call to Agent1 via an internal route (not through a Queue)
Agent1 manually starts recording, 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