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

To enable recording for inbound,

• Setup recording behavior in inbound Contact Flow.

• Setup contact attribute in contact flow.

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

To enable recording for outbound,

• Setup recording behavior for untethered Campaign Manager outbound contact flow.

• Setup 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 Acqueon Workspace’s Amazon Admin. Refer Amazon Connect Settings.

To set up recording behaviour for manual outbound calls,

• 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.

• Set up a Queue for making outbound calls. In the Outbound whisper flow box, choose the contact flow that has Set recording and analytics behavior in it.

To set up recording behavior in contact flows,

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

• Navigate to Routing > Contact flows, 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 the Call recording field.

To configure the Set recording and analytics behavior block, choose from the following:

• To record the conversations, choose Agent and Customer.

• Choose Save. Publish the updated contact flow.

To set up contact attributes.

• Navigate to Routing > Contact flows and 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 recording in the Destination key field.

• Enter Started in Value.

• Choose Save. 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.

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

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

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

Pause/Resume Inbound 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 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.

Listen to Recordings

Any user or application with appropriate permissions can access the recordings in 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 the recording, select and click Play.

To download the recording, click Download.

To delete the recording, click Delete.