Installation guide

Automatically recording queue calls 2-82
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
3 In Record 1 call out of every, enter how frequently to record queue calls. Enter 1 to record
every call, 2 to record every other call, 3 to record every third call, and so on.
Note:
A call is considered a “queue call” for counting purposes only if the call was placed
or answered by an agent in that queue. Calls transferred into the queue, for example, are not
counted.
4 Select the
Recording direction from the drop-down list. You can record inbound calls only,
outbound calls only, or both. Selecting both means that you get one recording per n (the
value that you entered in step 3), calls regardless of the direction of the calls.
5 From the
Send queue call recordings to drop-down list, select the voice mailbox where
call recordings will be sent as new voice messages.
6 From the
When mailbox is full drop-down list, select the action to occur if the destination
mailbox is full when Wave attempts to store a new call recorded there:
•
Discard new call recording. Wave deletes the new call recording instead of storing it.
•
Delete oldest call recording. Wave deletes the oldest call recording in the mailbox to
make room for the new recording. Only call recordings will be deleted by this
method—voice messages are never deleted this way.
7 Click
OK to save the queue as you have defined it so far or go to the next section, “Stopping
recording for calls transferred out of a queue.”
You can also automatically record an individual agent’s calls. See “Automatically recording an
agent’s calls” on page 2-22.
Stopping recording for calls transferred out of a queue
By default, when the queue is set to record calls, incoming queue calls that are then transferred
out of the queue continue to be recorded. You can change this behavior so that recording stops
as soon as the call leaves the queue.
To stop recording calls when they leave a queue
1 On the Wave Server, add the following new (DWORD) registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings\6E23WK
2 Set the value of this key to 1.
3 Restart the Wave Server.
Release 2.0 Service Pack 1
April 2011