{"id":3016,"date":"2022-11-25T10:27:49","date_gmt":"2022-11-25T09:27:49","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3016"},"modified":"2026-09-21T17:12:02","modified_gmt":"2026-09-21T15:12:02","slug":"ivr-recorders","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/ivr-recorders\/","title":{"rendered":"IVR recorder – Set it up"},"content":{"rendered":"\n
\"L\u2019attribut<\/figure>\n\n\n\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/strong><\/h2>\n\n\n\n

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. <\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/em><\/p>\n\n\n\n

I – Prerequisites<\/h2>\n\n\n\n

The user must have the rights granted on the Maker, in the role, for IVR Recorders: modification, creation, deletion, download.<\/p>\n\n\n\n

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II – Manage IVR recorders<\/h2>\n\n\n\n

To create an IVR recorder, go to the Maker, Toolbox module, IVR Recorders sub-module.<\/p>\n\n\n\n

1. IVR recorders list<\/h3>\n\n\n\n

The list of IVR recorders appears, if any have already been created.<\/p>\n\n\n\n

For each recorder, you’ll see:<\/p>\n\n\n\n