About Recording Controls

This section provides you with more information about how the Recording Controls buttons work.

Login

Clicking Login associates yourself with the specific extension for hoteling and logs you in to Recording Controls.

Start Screen

If QM is not currently recording an active call, clicking Start Screen starts a screen-only recording. If you receive a phone call or make a call during this time, a separate voice and screen contact might be created according to workflow criteria (or you can use Segment and Save and Segment and Delete to create the contact). When the active call ends, another screen-only contact is created and continues until you click Stop Screen.

If QM is currently recording an active call, clicking Start Screen does nothing to the current recording, but the screen-only recording begins after the active call ends (if you do not click Stop Screen). The call recording and the screen-only recording are saved as separate contact recordings.

Stop Screen

Stop Screen only works if you previously clicked Start Screen. If you do not click Stop Screen after Start Screen, the maximum contact recording length is four hours.

Segment and Save

Clicking Segment and Save starts the audio and screen recording of an active call. If QM does not automatically record the call (for example, the caller’s phone number is on the exclusion list, or the call does not meet workflow criteria for being recorded), this button lets you record it and treat it as a normal contact. Segment and Save overrides the exclusion list (configured in Application Management > QM Contact Flows > Inclusion/Exclusion) because the root call does not know the agent’s identity when recording (see About root calls and reconciliation).

If QM is currently recording an active call, Segment and Save does nothing.

Segment and Delete

Clicking Segment and Delete stops the audio and screen recording of an active call. The recording made up to that point is discarded immediately. The recording resumes after you click Segment and Delete and is saved according to workflow criteria as a new contact.

Pause

Pause helps you adhere to the Payment Card Industry Data Security Standard (PCI DSS) for protecting consumer data.

Pause affects both voice and screen recording and works for active calls only. Clicking Pause for a call that is already paused does nothing. You must click Resume to continue recording. Pause does not affect live monitoring.

Calls are available for playback prior to reconciliation, with silence where you used Pause.

Resume

Resume affects both voice and screen recording and works for active calls only. If the call is not currently paused, Resume does nothing. If you do not click Resume, the point at which you paused the recording is the end of the audio recording.

During post-call processing, clicking Resume does not appear as a mutual silence event or talk over event.

Metadata

Clicking Metadata attaches metadata to an active call. If QM does not upload the current call for archiving because of workflow criteria, then the metadata is uploaded to the database but does not appear in the interface. You can attach metadata to a call only if the metadata is defined on the Metadata Manager page (Application Management > QM Configuration > Metadata Manager).

You can associate a maximum of 100 metadata items with a call. You can click Metadata 100 times, each time using one key/value pair, or click Metadata once and use 100 key/value pairs. Specifying an empty value for a key removes that metadata field association for the call.

Valid formats for metadata are as follows.

Metadata Type Data Format

Date

YYYY-MM-DD

Numbers

  • Can start with and contain a decimal point
  • Cannot end with a decimal point or contain a comma

Text

Can include all alphanumeric characters except for the ampersand ( & ), less than ( < ) or greater than ( > ) characters