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Recording Caller With Vg Prompts


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#1 Maciej 26 April 2017 - 05:08 PM

Hi, can we to record caller and all what he hear (VG prompts)?

 

we want to record whole connection.



#2 SupportTeam 26 April 2017 - 06:44 PM

Yes, this is possible.

 

System can can record both sides - what is heard from IVR side and what is heard from callers side.

 

It is necessary allocate some voice resources to a 'pool' and those voice resources are then used to do the recording of sound from both directions.

 

This usually required that additional cards are placed in system, and resources from those cards are the used, or if you have unused resources on current card then those can be used as well.

 

The 'pool' is set in Config.xml. Please see next post for details.



#3 SupportTeam 26 April 2017 - 07:00 PM

Here is an example section in Config.xml

 

Something like below would go inside the <Devices_Dialogic> section. It's usually placed after the <Channels> section:

 

 

<Pools>
    <Pool_Voice>
        <Device_Voice>dxxxB31C1</Device_Voice>
        <Device_Voice>dxxxB31C2</Device_Voice>
        <Device_Voice>dxxxB31C3</Device_Voice>
        <Device_Voice>dxxxB31C4</Device_Voice>
        <Device_Voice>dxxxB32C1</Device_Voice>
        <Device_Voice>dxxxB32C2</Device_Voice>
        <Device_Voice>dxxxB32C3</Device_Voice>
        <Device_Voice>dxxxB32C4</Device_Voice>
        <Device_Voice>dxxxB33C1</Device_Voice>
        <Device_Voice>dxxxB33C2</Device_Voice>
        <Device_Voice>dxxxB33C3</Device_Voice>
        <Device_Voice>dxxxB33C4</Device_Voice>
        <Device_Voice>dxxxB34C1</Device_Voice>
        <Device_Voice>dxxxB34C2</Device_Voice>
        <Device_Voice>dxxxB34C3</Device_Voice>
        <Device_Voice>dxxxB34C4</Device_Voice>
    </Pool_Voice>
</Pools>

 

 

The "dxxxB??C?" entries would depend on what dxxx voice devices are available on the system.

 

To start the recording use the record_2lines_start function:

 

http://www.voiceguid...lines_start.htm

 

but for both 'LineIDs' to record specify the same LineID, like this:

 

 

set vg = CreateObject("vgServices.CommandLink")
vg.Record_2Lines_Start $RV_LINEID, $RV_LINEID, $RV_LINEID, "c:\newfile.wav", ""
set vg = Nothing



#4 SupportTeam 26 April 2017 - 07:05 PM

Note that when you have the voice pool set up, then it is possible have system record both sides of a 'bridged-transfer' connection between two live parties and retain ability to play 'whispers' to both sides of of the call, simultaneously if needed.



#5 Maciej 26 April 2017 - 09:28 PM

Our system has one 2E1 card.

Do I need next card or (and) additional VG licenses to use this functionality?

 

Can we to record in this case both side of conversation and VG prompts?



#6 Maciej 26 April 2017 - 09:36 PM

how to record caller, agent and prompts?



#7 SupportTeam 26 April 2017 - 10:38 PM

Our system has one 2E1 card.

Do I need next card or (and) additional VG licenses to use this functionality?

 

Are both E1 are used on the card? Or is only one of those E1 used?

If both E1 are used then additional card will need to be placed in system and voice resources from that card can then be used (remember to connect multiple cards using CT-Bus connector).

If only one E1 is used then the voice resources that otherwise would have been used by the second E1 can be used.

 

No additional licenses are needed.

 

 

Can we to record in this case both side of conversation and VG prompts?

 

When system is used to connect two people together ('agent' and 'caller') then you need to have a two line recording for two lines.

 

Before the 'caller' is connected to 'agent', and the 'caller' is just interacting with the IVR on one line then during that time you would only record both directions of a single line.

 

To get one recording of the caller entire experience on the system the two (or more) recordings would need to be concatenated together.