IVR recorder – Set it up

[Reading time: 2 minutes]

Overview

An IVR recorder is an action that records everything while a customer is interacting with an Interactive Voice Response (what the customer says, voice announcements, waiting music, etc.).

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.

IVR recording lasts for the duration of the caller’s journey through the IVR.

Note: As soon as there is a distribution action, the recording stops.

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 dependancies 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

II – Use IVR recorders

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

1. Start recording: select your IVR recorder, set tup the maximum duration (up until 10 000 seconds or 166 minutes) and begin recording!
2. Pause: you can add pauses with a maximum duration of 30 seconds.
3. Stop recording: if you want to end the recording at a certain point.