Record contacts

Recording contacts entails the following:

• Determine which recordings to keep and delete, based on workflow rules, and specify how long the recordings are retained.
• Remove recordings from agent PCs immediately after a contact completes and store them on a Data Server in your contact center until a scheduled time, when a QM Workflow event runs and uploads them to the cloud.
• Proactively manage which contacts are automatically recorded and which contacts are automatically excluded from being recorded.
• Manually record a contact.

NOTE   Using multiple methods of triggering pause and resume (such as Recording Controls, web events, APIs, and third-party signaling) at the same time can result in unpredictable behavior. To avoid these issue uses, only one method on a call at a time.