Recorder

This block determines how calls are recorded.

For more information on recording, see CallData object.

Note

You cannot use this block in the CallAnswered script.
For email calls, agents can only control the screen recording. They cannot control the automatic email recording by the server.
CCaaS UI was previously called TouchPoint.

Properties	Field type	Values	Description
Logging	String	On	The entire call is recorded.
Logging	String	Off	The call is not recorded unless the agent initiates the recording.
Screen Recording	String	On	When a call is recorded, the screens are also captured.
Screen Recording	String	Off	When a call is recorded, the screens are not recorded.
Agent Control (recording)	String	Allow	The Record button on CCaaS UI is enabled when an agent is in call. The agent can start recording by clicking this button. See the Rules table.
Agent Control (recording)	String	Disallow	The Record button on CCaaS UI is disabled. The agent cannot start a recording by clicking this button. See the Rules table.
Logging Indicator	String	Show	The Record button on CCaaS UI displays an indication if a call is being recorded.
Logging Indicator	String	Hide	The Record button on CCaaS UI does not indicate if a call is being recorded.

When an agent receives a call, he or she may or may not be able to start recording, depending upon how the values are set. See Rules table.

Note

If the Record button is added to the CCaaS UI menu bar, the agent is only able to start recording if Logging is set to Off, Agent Control is set to Allow and Logging Indicator is set to Show. If Logging is set to On, the agent cannot stop the recording.

Rules table

The logging rules are as follows.

Logging	Agent control	Logging indicator	Effect
Off	Disallow	Hide	A call is not recorded from the beginning. The Record button is not shown. Agents cannot control recording. Recording is off completely.
Off	Disallow	Show	A call is not recorded from the beginning. The Record button is not shown. Agents cannot control recording.
Off	Allow	Hide	A call is not recorded from the beginning. The Record button is shown. Agents can control recording by clicking the Record button.
Off	Allow	Show	A call is not recorded from the beginning. The Record button is shown. Agents can control recording by clicking the Record button.
On	Disallow	Hide	A call is recorded from the beginning. The Record button is not shown. Agents cannot control recording.
On	Disallow	Show	A call is recorded from the beginning. The Record button is shown. Agents cannot control recording.
On	Allow	Hide	A call is recorded from the beginning. The Record button is not shown. Third-party applications control recording.
On	Allow	Show	A call is recorded from the beginning. The Record button is shown. Agents cannot control recording. Clicking the Record button has no effect.