On-Demand Call Recording

Introduction

This guide will explain you how to pause/unpause the call recording tool to be complying with the PCI DSS

Basically, when the call comes in, recording is started.

Agent needs to take payment and pause the recording.

Once card details are given, recording is restarted and call recording continues to end of call.

Configure the actions to start/stop the recording

Add the feature code into /etc/asterisk/features.conf

We assume to use *99 to start and *77 to stop the recording

;xcally
[applicationmap](+)
xcallystartmon => *99,self,Macro,xcally-peer-monitor
xcallystopmon => *77,self,Macro,xcally-peer-unmonitor

Add the macro into /etc/asterisk/extensions_xcally_custom.conf

[macro-xcally-peer-monitor]
exten => s,1,NoOp(MONITOR CALL BY PEER ${CHANNEL(peername)})
same  => n,Answer()
same  => n,Wait(1)
same  => n,Playback(beep)
same  => n,MixMonitor(${IDFILE},a)

[macro-xcally-peer-unmonitor]
exten => s,1,NoOp(STOP MONITOR CALL BY PEER ${CHANNEL(peername)})
same  => n,Answer()
same  => n,Wait(1)
same  => n,Playback(beeperr)
same  => n,StopMixMonitor()
same  => n,NoOp(${IDFILE} STOPPED)

And reload the Asterisk configuration to apply the changes

[root@motionpbx-v2 ~]# asterisk -rx "reload"

Audio notification

When the call recording starts or ends, a sound is played on the agent side only

Configure the dialplan in the Motion GUI

SET VARIABLES

Custom App: Set

Arguments: __DYNAMIC_FEATURES=xcallystartmon#xcallystopmon

Custom App: Set

Arguments: MIXMONITOR_FILENAME=/var/spool/asterisk/monitor/${UNIQUEID}.wav

Custom App: Set

Arguments: __IDFILE=${UNIQUEID}.wav

QUEUE APPLICATION

Set the macro parameter as xcally-peer-monitor to enable the recording auto start

Important

In order to use the On-Demand Recording feature, the recording parameter in the queue settings must be inactive

Agent experience

Now the agents will be able to stop and restart the call recording during a conversation.

They need just digit the proper DTMF code

to STOP or

to START