Administration | Call Recording Profiles | Call Recording Rules

Call Recording Rules

In the case of QMS in conjunction with other Enghouse Interactive Contact Center products, other system flags may appear. These flags would exhibit the same behavior as described below.

Call Recording Rules define the call recording behaviour for a call recording profile, they instruct the profile to record or not record calls meeting certain criteria, and to optionally only record a fixed percentage of the calls. Call Recording Rules can be administered when you create or edit a Call Recording Profile.

Each Call Recording Profile can be instructed to only record a percentage of its calls; the percentage of inbound calls to record is specified separately from the percentage of outbound calls to record. When recording less than 100% of either inbound or outbound calls a certain percentage of the calls that would otherwise be recorded by the profile, considering its other rules, are not recorded.

A Call Recording Profile can be configured to record or not record calls not explicitly treated by a custom rule using the Record any calls not explicitly treated by a custom rule check box.

If a call does not meet the criteria of any of the rules in a Call Recording Profile's set of rules, it will only be recorded if the check box is selected.

If there are no recording rules, defined for a profile, the profile records all calls.

Each Call Recording Profile can define a set of prioritized recording rules that record based on some PBX provided information. A recording rule is defined by four settings, the informational element to compare, a pattern, the relationship to the pattern, and the recording behaviour. A typical rule may state: If DNIS equals 800* do not record. Due to the application of this rule, any calls that have a DNIS value provided by the PBX starting with 800 are unrecorded.

The informational element to compare can be set to Caller Number (ANI), Caller ID Name, DNIS, Dialed Number. The first three elements relate to inbound calls, the last element rates to outbound calls.
The relationship to the pattern can be set to Is equal to, Is not equal to, or Matches regular expression.
The pattern names an alphanumeric string that may include one or more wildcard(*) characters if the relationship has been specified as equal or not equal to. If the relationship has been specified as matches a regular expression, the pattern is the regular expression to match that satisfies the rule. A Regular Expression is a sequence of characters that describes a search pattern using a formal language. An example of a simple regular expression is ^\d{4}$,this expression matches a pattern where there are exactly four digits at the start of the information element and nothing after those four digits. Further examples of Regular Expressions can be found on the internet.
The recording behavior can be set to Call is recorded or Call is not recorded.

Recording Rules are applied in the order they appear in the Quality Management Client list. Rule priority is set based on the rule's position in the list. So the rule at the top of the list has the highest priority, and priority decreases as you move down the list. Should you make rules that conflict for a particular call, the rule highest in the list has priority.

When a rule applies to a call the call is recorded or not based on the behavior set in the matched rule; no rules lower in priority are evaluated and no other Call Recording Profiles are consulted. If no rule in a Call Recording Profile applies to a given call, then the call is recorded if the profile has been configured to record calls untreated by a rule. If the profile is not configured to record calls untreated by a rule, then the next profile the user is a member of will be examined. See Assigning Users to a Recording Profile.

Editing Call Recording Rules

To have any changes to the Call Recording Rules set take effect, you have to click the main Save button on the action bar located at the top right of the call recording profile edit tab.

Adding a recording rule

To add a recording rule, complete the following steps:

Select a value for the four settings (informational element to compare, pattern, relationship to the pattern, and recording behaviour).
Enter a valid pattern or regular expression.
Click the Add button. The new rule is added to the Active Recording Rules table.

Deleting a recording rule

To delete a recording rule, complete the following steps:

Select the rule in the list.
Click the Delete button.
You are prompted to confirm that you want to delete the call recording rule. Click the OK button.

Increasing the priority of a recording rule

To increase the priority of a recording rule, complete the following steps:

Select the rule in the list.
Click the button.

Decreasing the priority of a recording rule

To decrease the priority of a recording rule, complete the following steps:

Select the rule in the list.
Click the button.