|
Business rules recording can be used with any of the previously discussed configuration (Trunk-Side, Station-Side or Random recording). It is important though to be sure you recording system is connected to your switch in such a why to capture the calls defined. What must be included is the ability to delivery the data you want to use to trigger recording in real-time to the recording system. If you want calls recorded that will be defined by the call data (ANI, DNIS, extension, call type or any other data the switch CTI package can deliver real-time) a simple integration with the CTI package is needed.
If your recorded calls will be defined by a business application, data field on your agents’ desktop, screen pop, clicking of a designated field, account number, dollar amount limit, etc. then some integration with your company’s business application will be required to provide the trigger. This isn’t usually as complicated or expensive as one would think. We have been able to provide this integration very inexpensively and test it before the installation to verify operation.
Using defined triggers also can help reduce the investment on the recording system. So, a lot of times, the investment in the integration enables your company to save on the hardware/software investment of the recording portion of the system. Now you only invest in what gets used, you have exactly the calls you want and all the associated business data indexed to those calls. We have also been able to provide the above mentioned integration along with the ability to play those calls from within your applications, for example your CRM system.
What recording options are available on your switch?
Learn More
Iif you have questions about call recording, Contact Us for a no-obligation consultation with a call recording expert.
|
Business Rules Recording