Installation guide

Defining agents for a queue 2-22
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Automatically recording an agent’s calls
You can have Wave automatically record an agent’s queue calls on a periodic basis. The
recorded calls appear as new voice messages in the voice mailbox that you select. The system
records both inbound and outbound queue calls.
If you want to record all user calls, use system call recording instead. For more about system
call recording, see Chapter 19 in the Wave Global Administrator Guide.
Privacy issues with queue call recording
Caution: It is the license-holder’s responsibility to comply with any federal, state, or
other applicable statutes regarding the recording of phone calls. Vertical
Communications, Inc. disclaims any responsibility for failing to comply with such
regulations.
Some countries, states, or other locations require that you announce to callers that their calls
may be or are being recorded.
• If you are using Wave in such a location and record some or all calls, your queue’s
Welcome prompt should inform callers that their calls may be recorded. See “Using the
Welcome prompt to inform callers that their calls may be recorded” on page 2-78.
• Wave includes a system prompt, MayBeMonitored.wav, that says, “Your call may be
monitored or recorded,” which you can play as needed (for example, by using an auto
attendant or Contact Center queue greeting).
• Wave allows you to play a regular “reminder beep” while recording queue calls which
alerts agents and callers that their calls are being recorded. See “Including a reminder
beep on queue call recordings” in Chapter 19 in the Wave Global Administrator Guide.
Important: Be sure that all Contact Center queue understand how to comply with call recording
privacy requirements.
To automatically record an agent’s inbound queue calls
1 Click the Agents tab in the Queue dialog.
2 Click the General tab in the Agent dialog.
Release 2.0 Service Pack 1
April 2011