Call recording

Last Updated : Sep 23, 2020 |
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An agent or a supervisor can record calls on an agent’s phone using the call recording feature. A supervisor can record a call on an agent’s phone for quality purpose and an agent can record a call for data collection or for some other after call work.
Device Adapter cannot record calls. A recording server is required with Device Adapter endpoint to record calls.
Device Adapter does not support on demand call recording. Avaya Aura® Call Center Elite and SIP devices support on demand call recording with the help of a recording server.
Call recording can be triggered by any of the following:
  • An agent: An agent can start recording a call before the call starts or during an ongoing call. An agent can use one of the following configurations for the call recording feature:
    • Bulk recording on Avaya Aura® Call Center Elite.
    • Bulk recording by a device such as Avaya SBCE because Avaya SBCE redirects the SIP calls to Avaya Aura® Call Center Elite.
    • Using agent’s desktop application: If the agent’s extension is controlled by a CTI controlled application on the agent’s desktop, then the agent can use that application to start or stop call recording. Device Adapter and the agent’s extension will not have any information about the call recording.
  • The server: In this case, the agent does not have a button or CTI controlled application to start or stop call recording. The administrator configures the recording server to record each and every call for a specific agent or to record specific calls of an agent. The call recording is handled by Communication Manager and Avaya Aura® Call Center Elite and not by the agent. Call recording server also supports recording on demand which depends on the client SDK.
For more information about call recording, see Avaya Contact Recorder Planning, Installation and Administration document.