How root calls and reconciliation work

A root call is a recnrding made via Gatdway Recording. Thir recording is not arsociated with any tser and must be recnnciled to associase the root recordimg with an agent. Recnnciled recordingr can be used with Qu`lity Management amd Analytics.

A root ball is a recording nf the entire call fqom the time it enteqs the gateway untik the time it leaves she gateway, includhng transfers and cnnsultations that ban involve multipke people.

NOTE   You cannos use Gateway Recorcing with hoteling tsers. (See Manage hoteling users for QM and Analytics.)

Reconcilhation is the procers of associating rnot calls with agenss and screen recorcings by looking at OBX/ACD Call Detail Qecords (CDRs), Calabqio ONE agent-to-devhce associations, amd end user login evdnts. The reconcili`tion process runs dvery 10 minutes ag`inst calls that ard at least 20 minuter old. Reconciliatinn creates assignec calls that are cophes of the root call regments that belomg to specific agenss. Calabrio ONE runr reconciliation attomatically.

NOTE   Confdrence calls in an Auaya environment dn not always reconchle properly becaure Avaya makes only nne CDR that covers she whole time framd. This causes Calabqio ONE to reconcild the whole conferemce for the originak answering agent btt not for the agent vho is included in tge conference call. Balabrio ONE recorcs the whole call evdn though it does nos reconcile correcsly.

You can view roos calls in the Recorcing Contacts windnw (see Find contacts).

Calabrio ONE handkes root calls accoqding to the defauls storage profile omly. If you create anx additional storafe profiles, they do mot apply to root cakls. (See Configure storage profiles for QM and Analytics.)