Record

The Record module will record a sound file.

The Record module can also be used to do Call Recording. It can be used to record the conversation between two callers connected together using "Dial and Conference" (tromboned transfer) or 3-way-call. For more information see here.

Recording will finish when:

• a user settable timeout is reached, or
• a key that has a path defined for it is pressed, or
• silence is detected, or
• if the caller hangs up.

In the ‘Record file details’ text box you may:

·         Specify the full filename of the destination file
Recording will be copied to the specified destination. If a file with this name exists already then it will be overwritten.

·         Specify just the directory in which the recordings are to be placed
A filename will be generated and the recording will be placed in the specified directory. The directory name must finish with a “\”

·         Leave the entry blank
A filename will be generated and the recording will be placed in the script’s directory

If the destination filename is not specified the following file name will be generated by VoiceGuide:

MMDDHHNNSS_LineId_CallerID.wav

where:

MM	2 digit month
DD	2 digit day
HH	2 digit hour
NN	2 digit minute
SS	2 digit second
LineId	on which line the call arrived
CallerID	Caller ID of the caller who left the message

The record module is usually used to allow remote recording of a file which is used by other parts of a script or other scripts. For messages left by callers a Voicemail box is usually used.

 

The Timeout path is used to specify the maximum length of recording.

The paths screen below shows that the recording can go on for 30 seconds, after which the caller will be sent to the Main Welcome module. If the caller presses any of the keys listed, the recording will terminate and the caller will be sent to the Main Welcome module.

 

Silence Detection

The recording will also stop if silence is detected. The following type of path can be used to tell VoiceGuide which module to go to next if a silence is detected;

On {silence} Goto [module name goes here]

Minimum silence length and volume parameters can be set by editing the VG.INI configuration file, in section [PlayRecordConfig]. From VG.INI file:

;SilenceDetectLength: 40=4 seconds
SilenceDetectLength=40
;SilenceDetectLevel: range: 0-100.
;0 - don't detect silence, 100 - detect loud background noise as silence.
SilenceDetectLevel=10

The silence detection settings can be set from within the script as well, by assigning values to Result Variables SilenceDetectLvl and SilenceDetectLen using the Evaluate Expression module. eg. To disable silence detection from within the script use:

 

Result Variables

$RV[ModuleTitle] will store the filename of the recorded sound file. Includes the full directory path.

$RV[ModuleTitle_EndRecCause] will store the reason why recording was stopped.

$RV[ModuleTitle_RecLen100ms] will store the recording length in 100ms units (eg. a value of 75 equals seven and a half seconds).

 

Call Recording - Recording Conversations

Call Recording used if a record of the conversation between the caller and the agent to whom the call has been transferred is needed. Call Recording is standard practice in all call centers and store-locator type applications.

The Record module can be used to Record the conversation between two callers when they are connected together using "3-way" call conference.

To start recording the call after transfer has been made just use a "success" path from the Transfer Call module. Point the "success" path to a Record module and the recording will commence as soon as the call transfer is made.

The Record module can also be used to record the conversation between two callers when they are connected together using "Dial and Conference" call transfer (and both legs of call are on analog lines), however one side of conversation will sound significantly quieter then the other when this approach is used.

For professional quality recording of "Dial and Conference" type calls the Call Recording add-on license needs to be purchased. Please contact sales@VoiceGuide.com for more information on the Call Recording add-on.

The Call Recording add-on allows for call recording of the bridged calls on both Analog and T1/E1 lines (ISDN or CAS/Robbed Bit).