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Recording Incomming Call With Prompts


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#1 Maciej 21 July 2017 - 10:01 PM

How to record incoming call (not transfered) including caller and IVR sounds?

 

 

We need to record what hear caller from IVR and what he is talking during connection.



#2 SupportTeam 22 July 2017 - 12:04 AM

Recording of the callers interaction with the IVR can be done using the action_callrec_start and action_callrec_stop directives.

 

Setting $RV[action_callrec_start] to the filename to record into will start the recording.

Setting $RV[action_callrec_stop] will stop the recording.

 

eg:

vg.RvSet $RV_LINEID, "action_callrec_start", "C:\mydir\myfile.wav"

vg.RvSet $RV_LINEID, "action_callrec_stop", ""

.

 

A 'pool' of voice resources needs to be set up. Voice resources from that 'pool' will then be used to make the recording.

 

Here is an example of the 'voice device pool' definition in Config.xml:

<Pools>
    <Pool_Voicexxx>
        <Device_Voice>dxxxB10C1</Device_Voice>
        <Device_Voice>dxxxB10C2</Device_Voice>
        <Device_Voice>dxxxB10C3</Device_Voice>
        <Device_Voice>dxxxB10C4</Device_Voice>
        <Device_Voice>dxxxB11C1</Device_Voice>
        <Device_Voice>dxxxB11C2</Device_Voice>
        <Device_Voice>dxxxB11C3</Device_Voice>
        <Device_Voice>dxxxB11C4</Device_Voice>
        <Device_Voice>dxxxB12C1</Device_Voice>
        <Device_Voice>dxxxB12C2</Device_Voice>
        <Device_Voice>dxxxB12C3</Device_Voice>
        <Device_Voice>dxxxB12C4</Device_Voice>
        <Device_Voice>dxxxB13C1</Device_Voice>
        <Device_Voice>dxxxB13C2</Device_Voice>
        <Device_Voice>dxxxB13C3</Device_Voice>
        <Device_Voice>dxxxB13C4</Device_Voice>
    </Pool_Voicexxx>
</Pools>

The voice devices assigned to the pool cannot be used by any Channel. ie. Only extra spare voice devices that are not assigned to any channel can be placed in a pool.

 

Alternatively, if a <Device_Voice2> is set as part of the <Channel> configuration in Config.xml then that voice device will be used to make the recording.



#3 SupportTeam 22 July 2017 - 12:12 AM

The Record_2Lines_Start function can also be used.

 

Same $RV_LINEID must be specified for all three LineID parameters in order to record both sides of the Caller<->IVR interaction. eg:

vg.Record_2Lines_Start $RV_LINEID, $RV_LINEID, $RV_LINEID, "c:\mydir\myfile.wav", ""

The additional voice resource must be made available by setting a entry <Device_Voice2> in Config.xml, or by assigning sufficient voice devices to a 'pool', as per previous post.