Call Recordings

Call Recording is used to save important conversations. When you enable call recording in Amazon Connect, all calls are recorded by default. You can pause and resume recording at any given time.

Enable Call Recordings

You must create a Contact Flow to enable recording in Acqueon Workspace.

To enable recording for inbound:

• Set up recording behavior in inbound contact flow

• Set up contact attribute in contact flow

• Enable recording in Amazon Admin. Refer Amazon Connect Settings.

To enable recording for outbound,

• Set up recording behaviour for untethered Campaign Manager outbound contact flow.

• Set up contact attribute in contact flow.

• Enable recording in Acqueon Workspace’s Amazon Admin. Refer Amazon Connect Settings.

To enable recording for manual outbound:

• Create a common manual outbound contact flow

• Enable recording in Amazon Admin. Refer Amazon Connect Settings.

Set up Amazon Contact Flow

To set up recording behavior for manual outbound calls, follow the steps below.

• Create a common contact flow using the outbound whisper flow type.

  

• Add a Set recording and analytics behavior block to that contact flow.

  

• Add a contact attribute block to that contact flow.

  

• Add End flow / Resume to that contact flow.

  

• Set up a Queue to make outbound calls. In the Outbound whisper flow box, choose the contact flow that has Set recording and analytics behavior.

  

To set up recording behavior in your contact flows,

• Log in to your Amazon Connect instance using an account that has permissions to edit contact flows.

• Navigate to Routing > Contact flows, and then open the contact flow that handles customer contacts you want to monitor.

• Before the contact is connected to an Agent, add a Set recording and analytics behavior block to the contact flow. In the Set recording and analytics behavior properties, choose Agent and Customer in Call recording field.

• Choose Save and then Publish to publish the updated contact flow.

  

To set up contact attributes,

• Navigate to Routing > Contact flows, and then open the contact flow that handles customer contacts you want to monitor.

• Before the contact is connected to an agent, add a Set contact attribute block to the contact flow.

• To configure the Set contact attribute block, select the following value in Use text field: Choose recording in Destination key field.

• Enter ‘Started’ in Value field.

  

• Choose Save and then Publish to publish the updated contact flow.

What is recorded?

This section lists the recording scope,

• A conversation is recorded only when the contact is connected to an agent. The contact is not recorded before then.

• When a customer is on hold, the agent is still recorded.

• If the agent mutes own microphone, for example, to consult with a coworker sitting alongside, the side-bar conversation is not recorded. The customer is still recorded since that microphone is not muted.

• If the recording is on pause, the recording file does not record the conversation between customer and an agent.

Pause/Resume Inbound Call Recording

A conversation is recorded only when the contact is connected to an agent. The contact is not recorded before then.

Recording is started only when you are connected to the end user.

• Click the Recording button to pause the recording.

• Click the Resume Recording button to resume the recording.

Pause/Resume Outbound Call Recording

The recording is started only when you are connected to the end-user.

• Click the Recording button to pause the recording.

• Click the Resume Recording button to resume the recording.

Pause/Resume Manual Outbound Call Recording

To work with manual outbound recording:

• Recording is started only when you are connected to end user.

  

  

  

  

• Click the Recording button to pause the recording.

• Click the Resume Recording button to resume the recording.

Listen to Recordings

Agents and contacts are stored in Amazon Connect. Any user or application with the appropriate permissions can access the recordings in the Amazon Connect. To know more about where recordings are stored, refer to https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html.

After accessing the recordings, you can perform the following actions:

• To play a recording, select it and click Play.

• To download the recording, click Download.

• To delete the recording, click Delete.