Enable policy-based recording
- 전화 > 플러그인 > 모두 허가
By default, policy-based recording is not enabled, which means that calls are not recorded. In Genesys Cloud, you can capture policy-based recordings in two ways:
- Enable trunk-side recording
- Enable station-side recording
For a comparison between these two recording mechanisms, see Call recording in Genesys Cloud overview. You can enable one or both recording types. After you enable recording, Genesys Cloud records all calls automatically. Use recording policies to prevent recording retention and to configure when to save or delete recordings.
Enable trunk-side recording
To record voice calls for inbound and outbound, enable and configure recording on the trunk that hosts the calls. You can only enable trunk-side recording at the trunk level. For more information, see External trunk settings.
After you enable recording, make sure that you configure the following settings.
트렁크 구성은 녹음에 사용할 수 있는 여러 오디오 코덱을 제공합니다.
When your organization uses a BYOC Premises telephony connection, to perform recording transcription, the recordings must be dual channel and use one of the following codecs:
- 오디오/PCMU
- 오디오/PCMA
- 오디오/L16
- 오디오/opus
To record both sides of a call as separate channels, you must enable dual channel recording. However, this setting is only available if you select one of the following audio formats:
- PCMU(G.711 유법률)
- PCMA(G.711 A법)
- L16(비압축 선형 16비트 PCM)
- 작
듀얼 채널 설정을 활성화하면 시스템은 녹음의 각 채널을 별도의 스트림에 저장합니다. 시스템은 오디오 채널 0을 사용하여 외부 참가자 녹음을 저장하고 오디오 채널 1을 사용하여 내부 참가자 녹음을 저장합니다.
Before you enable trunk-side recording, configure compliance settings.
Use the Require user consent before recording setting to enable or disable the requirement that a customer must give consent before a recording can begin. By default, the Require user consent before recording setting is unavailable, which means that Genesys Cloud records all calls. When you select the Require user consent before recording check box, Genesys Cloud only records calls if the customer gives recording consent. For more information, see Enable Participant Recording action.
Use the Recording Beep Tone setting to configure an audible beep tone to play in the background of a voice call while the system records the call. A beep tone allows participants to know that a conversation is being recorded, which can be required for regulatory compliance.
- 딸깍 하는 소리 관리자.
- 아래에 전화, 클릭 트렁크스.
- 클릭 외부 트렁크 탭.
- 목록에서 구성할 트렁크를 선택합니다.
- 딸깍 하는 소리 미디어.
- 아래에 녹음, 선택하다 이 트렁크에 통화 녹음.
- 사용자 동의가 필요한 경우 선택 녹음하기 전에 사용자 동의 필요.
- Under Optional Recording, follow these steps:Note: By default, the Consults, Holds, and External bridged transfers recording features are unavailable.
-
- To allow recording of a consultation between two parties, for example an agent and a supervisor, select the Consults check box.
- To allow recording when the call is on hold, select the Holds check box.
- To allow the recording to continue on an external transfer, select the External bridged transfers check box.
- 아래에 오디오 녹음, 선택하다 대화 양쪽의 볼륨 조절, 양쪽에서 볼륨을 일관되게 유지하려는 경우.
- 아래에 오디오 형식에서 녹음에 사용할 오디오 코덱을 선택합니다.
- 이를 허용하는 오디오 코덱을 선택하고 대화의 양측을 별도로 녹음하려면 다음을 선택하십시오. 듀얼 채널.
- 아래에 비프음 녹음, 선택하다 녹음하는 동안 주기적으로 재생 기록되고 있음을 사용자에게 알려야 하는 경우.
- Choose the number of tones that you want to play: Single or Dual.
- Click Customize Tones if you want to configure the way that the tones play. The Customize Tones dialog opens.
- 신호음이 재생되는 시간(밀리초)을 지정하려면 지속 슬라이더.
- 신호음이 발생하는 헤르츠 단위의 속도를 지정하려면 빈도 슬라이더.
- 신호음 볼륨을 데시벨 단위로 지정하려면 볼륨 슬라이더를 사용하십시오.
- 신호음 재생 빈도를 초 단위로 지정하려면 신호음 재생 간격 슬라이더.
- 딸깍 하는 소리 외부 트렁크 저장.
Enable station-side recording
You can enable station-side recordings to capture the agent’s perspective in a call, including the recording of internal calls, such as agent-to-agent calls, that do not traverse through an external trunk. Configure the station-side recording settings at each user’s phone level. To apply the same recording settings to a group of users, enable recording at the base settings level and then configure the phones for these users to inherit settings from the base setting. For more information, see Phone configuration overview.
Whether at the individual user’s phone, or toward multiple users via the phone’s base settings, make sure that you configure the following settings.
The phone configuration provides multiple audio codecs that you can use for the recording.
- G726-32
- GSM
- L16(비압축 선형 16비트 PCM)
- 작
- PCMA(G.711 A법)
- PCMU(G.711 유법률)
- 참말
If you want to record both sides of a call as separate channels, you must enable the Dual channel setting. However, the Dual channel setting is only available if you select one of the following audio formats:
- PCMU(G.711 u-law)
- PCMA(G.711 A법)
- L16(비압축 선형 16비트 PCM)
- 작
When you enable the Dual Channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the internal participant recording and audio channel 1 to save the other party.
- 딸깍 하는 소리 관리자.
- Under Telephony, click Phone.
- To configure for recording of one user, stay in the Phones tab. To configure for recording of multiple users, click the Base Settings tab.
- From the list, select the phone or base setting you want to configure.
- Click Media.
- Under Recording, select Record calls on this phone.
- Under Recording Audio, select Level the volume on both sides of the conversation, if you want to keep the volume consistent on both sides.
- Under Audio Format, select the audio codec that you want to use for the recordings.
- If you choose an audio codec that allows it and want to record both sides of the conversation separately, select Dual Channel.
- Click Save Phone or Save Base Settings.