Manage what interactions are recorded

Use the Inclusion/Exclusion page to proactively manage which contacts are automatically recorded and which contacts are automatically excluded from being recorded. Recording rules determine how Calabrio ONE includes or excludes phone numbers from recording. You can have multiple include and exclude rules.

EXAMPLE   Create rules to exclude all outgoing contacts from recording, record all contacts that begin with “612822,” or record all calls from the United Kingdom.

NOTE   Settings on the Inclusion/Exclusion page only apply when Calabrio ONE records the contacts. These settings do not apply if contacts are recorded outside of Calabrio ONE, such as with most contact center as a service (CCaaS) integrations. See the Integration Note for your organization’s integration for details.

Prerequisites

You have the Administer QM permission.

Page location

Application Management > QM > QM Contact Flows > Inclusion/Exclusion

Procedures

NOTE   The exact steps for these procedures apply to the redesigned Inclusion/Exclusion page. You can do the same things using the old Inclusion/Exclusion page, but the steps are slightly different.

IMPORTANT   By default, Calabrio ONE records all calls. If fields in the exclusion rule (such as the pattern type or direction) are missing, are incomplete, or use wildcard characters inaccurately, Calabrio ONE records these calls.

EXAMPLE   You create an Inclusion rule to record only calls with a Called Number of 1234567. A call comes in, but the ACD does not supply a Called Number. You have not created an Exclusion rule to exclude calls with an empty Called Number. Calabrio ONE records this call.

Create a recording rule

  1. Click Add New Rule. The Add New Rule window opens.
  2. Select Inclusion to record calls or Exclusion to exclude calls.
  3. Enter the phone number in the Pattern field. Do not use hyphens. You can use wildcards in this field to create rules that apply to multiple numbers:

    • ? — A single digit

      EXAMPLE   612822???? = all numbers that begin with 612-822.

    • * — Any number of digits

      EXAMPLE   612* = all numbers that begin with 612.

    • + — Country code indicator (must be the first character in the field)

      EXAMPLE   +44 = contacts in the United Kingdom.

    • EMPTY — The ACD does not supply data for this field.
  4. Select the characteristics of the call from the Pattern Type field.

    • Calling Number—The ANI
    • Called Number—The DNIS
    • Extension
    • Phone Number—Some ACDs populate data in a field named Phone Number if the Calling Number or Called Number is empty. You can create rules with this pattern type if your ACD does this.
    • Any—Some ACDs populate data in a field named Any if the Calling Number or Called Number is empty. You can create rules with this pattern type if your ACD does this.
  5. Select the call Direction.
  6. Click Add Rule. The Add New Rule window closes, and the rule appears on the page in italicized font.
  7. Click Save. The new rule is no longer italicized.

Edit a rule

  1. Hover over the Actions area next to the rule, and click Edit. The Edit Rule window opens.
  2. Edit the rule as needed.
  3. Click Update. The Edit Rule window closes, the rule is italicized, and the Reset icon appears in the Actions column.
  4. Click Save. The rule is no longer italicized, and the Reset icon disappears from the Actions column.

Delete a rule

  1. However over the Actions area next to the rule, and click Delete. The rule is italicized with a red background, and the Restore icon appears in the Actions column.
  2. Click Save. The rule disappears from the list.

Import a list of recording rules

BEST PRACTICE   To make sure that your import is formatted correctly, first Export a list of recording rules, edit the list as needed, and import it.

  1. Click the options icon (three dots) at the upper left of the page.

  2. Select Import Recording Rules.
  3. Select the file to upload. Uploaded rules are italicized with a blue background.
  4. Click Save. New rules are no longer italicized.

Export a list of recording rules

IMPORTANT   If you export a list that includes an international calling code with the plus (+) sign, Excel treats the number as a mathematical expression. To use these lists, convert the exported .CSV file to text (.TXT), open the file in Excel, and define this as a text formatted column.

  1. Click the options icon (three dots) at the upper left of the page.

  2. Select Export Recording Rules. A CSV file downloads to your device.

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