This article describes a feature called “bot controlled recording” for a V2 SmartAssist account.
It allows for recording calls with control from both the agent and the virtual assistant (bot).
The option for bot control recording is available under agent settings
Agent settings → Call Recording → Allow virtual assistant dialogs to pause/resume
a) CALL RECORDING Account Level Flag for enabling/disabling call recording
- If the flag is disabled, NO CALLS will be recorded and individual node level flags in the bot builder and the experience flow will be ignored.
- If the flag is enabled, all calls will be recorded by default.
b) ALLOW AGENT TO PAUSE/RESUME Flag for enabling agent level control:
- This flag is only available if flag a is set to enabled.
- If this flag is enabled, then agents will be able to start/stop/pause/resume call recording
- If this flag is disabled, agents will not see these controls on their UI.
c) ALLOW VIRTUAL ASSISTANT DIALOG IN PAUSE/RESUME Flag for enabling bot control recording :
- The individual node levels that are configured in bot builder will be considered.
Note:- For bot control recording the global level flag a and flag c should be enabled.
After enabling agent settings , we can configure at each node (entity / message ) in dialog tasks the recording controls.
The recording controls are available at IVR Props → Advanced controls
By default, the value is stop , we need to configure the necessary control needed.
Start option will start the recording. If stop is configured and then start then this will result in a new recording file.
Pause option will pause the particular entity/message node recording.
Resume option will resume the recording after it is been paused .
