The following table lists the use cases when call recording is available and limited in the different recording options:
Use case |
Verint Call Recording |
Avaya Voice Recording |
Inbound calls from the customer to the agent. |
Yes |
Yes |
Manual outbound calls from the agent to the customer. |
Yes |
Yes |
A customer inbound call that is transferred to another agent. |
Yes |
Yes |
A manual outbound call to a customer that is transferred to another agent. |
No |
Yes |
A conference call between the customer, agent, and a third party, including supervisor barge-in, which began as an inbound call from the customer to the agent. |
Yes |
Yes |
A conference call between the customer, agent, and a third party, including supervisor barge-in, which began as an outbound call from the agent to the customer. |
No |
No |
Recording coaching audio in case of Supervisor Coaching. |
No |
No |
Calls between agents or agents and supervisors. |
No |
No |
Consultation calls between agents and supervisors before transferring to the customer or creating a conference with the customer. |
No |
No |
Customer calls using an Automation flow. |
No |
No |
Customer calls using the Callback Automation feature. |
No |
No |
Customer calls transferred to an external number. |
No |
No |
Pause and resume recording functionality to avoid recording sensitive information during the call, such as credit card information. |
Yes |
Yes |
