IVR recorder – Set it up

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Overview

An IVR recorder captures the audio of a caller’s journey through an Interactive Voice Response: what the caller says, and the voice announcements they hear.

As a reminder, in an IVR, callers are offered a choice to select different options by pressing numbers. Pressing a digit on the telephone keypad selects the appropriate action/response according to the digit pressed.

Recording does not begin when the caller enters the IVR. It begins exactly where you place the “Start recording” action in your Smart Routing, so whatever the caller heard before that point is not in the file. Because the file follows the caller’s own path, it contains only the announcements that this caller actually heard, in the order they heard them, and not every announcement configured in the IVR.

The recording runs from the “Start recording” action until the first of these: a “Stop recording” action, the maximum duration set on the action, or the end of the call.

When the call is distributed, the IVR recording does not stop. If it is still running when an agent answers, the conversation with the agent is added to the same file, and that file stays on the IVR recorder: the call will not appear in the Recordings module, even if automatic recording is enabled on the queue. If you want the conversation with the agent to be recorded separately, in Recordings, add a “Stop recording” action before the distribution action.

Note: a “Voice recognition (ASR)”, “Distribution to a voicemail” or “Survey” step starts a recording of its own, which stops the IVR recording. The IVR recording does not resume by itself: add another “Start recording” action after the step if you want to keep recording.

I – Prerequisites

The user must have the rights granted on the Maker, in the role, for IVR Recorders: modification, creation, deletion, download.

II – Manage IVR recorders

To create an IVR recorder, go to the Maker, Toolbox module, IVR Recorders sub-module.

1. IVR recorders list

The list of IVR recorders appears, if any have already been created.

For each recorder, you’ll see:

• its name
• its reference
• its retention time (by default: specified in the client account settings/by days: select the number of days you want/unlimited)
• whether the recordings are stored on a repository connector or not, and if yes, which one
• The usual buttons:
  • arrow: to open the IVR recorder
  • cogwheel: to duplicate, view history, see dependencies or manage tags
  • pencil: to modify
  • trash: to delete (if grayed out, this means that the IVR recorder cannot be deleted as it is used by other items)

2. Creation button

Click on the “CREATE” button, then choose a name, a reference (which must be unique), the retention time, the repository connector, and whether or not you want to generate a public link.

The limit of IVR recorders that can be created is 50.

3. Search an IVR recorder

A search bar lets you search by name or reference.

A drop-down menu lets you search by tag.

4. Consult your customers’ passages in your IVR

When you click on the arrow to open the IVR recorder, you will find the list of recordings associated with this IVR recorder, with several columns:

• date
• caller
• called
• which Smart Routing
• recording duration
• start audio
• open in separate tab
• download
• delete

IVR recordings are only listed here, on the IVR recorder itself. They do not appear in the Recordings module, which lists the recordings of conversations with agents.

III – Use IVR recorders

There is no automatic recording inside an IVR: a recording only starts where you place the “Start recording” action in your Smart Routing. Automatic recording applies to the conversation with an agent, and is configured on the queue or on the voice campaign (see Recordings – Set them up).

Once your IVR recorder is set up, you can use it in Smart Routing using 3 actions:

1. Start recording: designate the IVR recorder, either by picking it from the list or by entering its reference (the reference field accepts a variable, so you can send recordings to a different recorder depending on the call). Then set the maximum duration, between 10 and 10 800 seconds (180 minutes). The action has two outputs: “ok”, and “not found”, which is taken when no IVR recorder matches the reference.
2. Pause: the standard “Pause” Smart Routing action, from 1 to 30 seconds. It does not pause the recording, which keeps running: use it to leave the caller time to speak while being recorded.
3. Stop recording: if you want to end the recording at a certain point.