How To Keep Recorder Running For Whole Call

[Guest Garyhardwicke]

I would like to know how to record the entire call into one wav file.

 

We want to give prompts to ask for information to be spoken by the caller, we have a script with seven prompts, and the caller can press digits to give different options. So it's not like we can place a single message and then record the response. The script at present stops the recording when the callers presses a button to confirm they have answered one of the prompts. The only way at present we have found is to start a call recorder for each option as the caller progresses the call, this means we have several wav files for each call made to us, which is a bit messy.

 

Is there an option to start a recording, that records the whole call, until hangup regardless of other options the caller may make.

 

Thanks

 

Gary Hardwicke

[SupportTeam]

Sounds like the system is playing some prompts to the caller. Do you want to have these recorded as well? If yes then you should really look at some external call recording device. See www.nice.com

 

If you do not need to record the prompts played to the caller, just what is spoken on the line after the caller presses the key then there are some utilities out ther shihc can concatenate .WAV files into a single one. Run such a tool from an 'on-hangup' script and you wil be able to create a single .WAV file for the call automatically.

 

If your situation is a bit different to the scenarios above please explain in more detail what you need to do. Can you maybe post your current script?

[Guest Garyhardwicke]

Please see attached script.

We are just trying to automate the call progression to ensure we capture all the information we need and give the caller the chance to go back and make corrections.

 

You will see that we have a box in the scrip that says start call recorder, we just want this to run the recorder until the call is hung up.

nkr_reg_line.vgs

[SupportTeam]

If you want to record everything that happens on the line, while at the same time having VoiceGuide playing sound files on that line and reacting to key-inputs from caller etc then you will need an external call recorder. (eg. www.nice.com)

 

Not many people record automated IVR transactions... why do you need to record what keys the caller has pressed?

[Guest Gary Hardwicke]

It's not that I need to record what keys have been pressed, i just would have liked the responses to the questions we ask in one WAV file only.

 

The script we use at the moment askes for a name, address etc and each response ends up in a seperate WAV file, so we end up with 4 wavs per call.

 

It would have been neater for us to have the callers responses in one wav file.

 

We will look to get our developers to produce a script that we can run on hangup to link the wavs into one file.

 

Thank you for you help.