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Agent Interaction Recording Option

Configuration Tab

Schedule Tab

The agent interaction recording option lets you configure the server to record automatically inbound calls that agents receive from the voice application. To play these recordings, refer to Interaction Reports.

Server-based recording is available only to customers who purchase the Quality Management license from Ivanti. Contact your sales representative for details.

Agent interaction recording is disabled by default for each agent. Configure agent interaction recording on an agent-by-agent basis, or enable it for all agents.

To configure the agent interaction recording option, click Quality Management > Recording configuration on the Management Portal menu window. The Interaction Server page opens, displaying two tabs:

• Configuration Tab - Provides settings to specify the directory for storing the recording files and for specifying the voice format for the recordings.
• Schedule Tab - Specify a storage location and format for recordings, and also whether calls will be recorded for all agents or specific agents.

Configuration Tab

To Configure Recording Options for Agent Interaction:

1. On the Management Portal menu window, click Quality Management > Recording configuration.
2. On the Configuration tab:
   • Record Directory (on-premise environment) or UNC path to store recordings (SaaS environment) - Specify the directory in which the server stores the recordings of agent conversations (stored as individual .wav files). Ivanti Voice creates one subfolder per date. For information on storing recordings on a shared network location, refer Configuring Network Share Locations for Ivanti Voice Server Recordings. Changes to this field also changes the UNC or relative path to store recording field default in the Record File block; refer Record File Block for details.
   • In a SaaS environment, this field is auto-populated, through the Foundation synchronization function, with the settings on the ITSM SaaS Configure Voice Integration page, in the Additional Configuration section.
   • Record Base HTTP URL - The recording files location as a URL. The content of this field will populate the Default label below the Base HTTP URL to access recording field in the Record File block; refer to Record File Block for details.
   • In a SaaS environment, this field is auto-populated, through the Foundation synchronization function, with the settings on the ITSM SaaS Configure Voice Integration page, in the Additional Configuration section.
   • Recording Voice Format - Specify the voice format you want to use to encode recordings. The G.711 m-law and G.711 a-law options provide the highest sound quality but consume disk space at the rate of 8KB per second, which equals 720 MB of disk space per hour in a system with twenty-five agents. The GSM 6.10 option consumes disk space at approximately a fifth the rate of the G.711 codecs, but has a slightly lower sound quality. Recording in GSM will also increase the CPU load, compared to G.711.

3. Click the Update and Commit Changes buttons to enact your changes. If you are following the Ivanti Voice SaaS configuration process, continue configuring settings at FRS SaaS Connection Configuration.

Schedule Tab

To Configure Recording for all Agents or Specified Agents:

1. On the Management Portal menu window, click Quality Management > Recording configuration.
2. On the Schedule tab, do one of the following:
   • Set the Record All Agents radio button to Yes to turn on interaction recording for all agents, and use the Percentage field below the Record All Agents field to specify the default percentage of calls you want to record for each agent. If you want to record a different percentage of calls for a particular agent, add that agent to the Agents table (refer to step 3) and set the Percentage field next to the agent’s name. If you do not want to record any calls for a particular agent, add that agent to the Agents table and set the Percentage field next to the agent’s name to 0.

Entries in the Agents table always override the All Agents setting.

• Set the Record All Agents radio button to No to turn off interaction recording for all agents except for agents listed in the Agents table.

Setting the Percentage field below the Record All Agents field to 0 is the same as setting the Record All Agents radio button to No.

3. To add an agent to the Agents table, select the agent from the drop-down list and click the Add button, then set the percentage of calls to record for that agent in the Percentage field next to the agent’s name.
4. Click the Update and Commit Changes buttons to enact your changes.

Ivanti Voice records the approximate but not exact percentage of calls you specify. This is because the server determines whether to record a call by generating a random number when an agent receives a call, and comparing the number with the value you specify in the Percentage field. If the randomly generated number is less than the value of the Percentage field, the server records the call; if not, the server does not record the call.