How to record calls

The Recorder block determines how calls are recorded.

Note Email callback requests are not recorded.

You can control whether calls are recorded when they are transferred from an agent to an external number or conferenced with an external number.

Two flags control the behavior of recordings when the call is transferred to or conferenced with an external number. These flags and values are:

• RecordTransfer
• True — call recording continues on transfer (default)
• False — call recording stops on transfer
• RecordConference
• True — call recording continues on conference (default)
• False — call recording stops on conference

To set the flags to True or False, in a Run block in the OutgoingCall script, call one of the following functions:

• setTransferRecordingEx(RecordTransfer [Boolean],RecordConference [Boolean]) — sets each flag individually.
• setTransferRecording([Boolean]) — sets both flags to the same setting. This function is maintained for backward compatibility.

For example:

• If you call setTransferRecordingEx(false,true) from a Run block in the OutgoingCall script, only conferenced calls are recorded.
• If you call setTransferRecording(false) from a Run block in the OutgoingCall script, transferred and conferenced calls are not recorded.

To confirm that recording has stopped, view the number of files in Replay.