Call Recording

Function

This module enables users to initiate or terminate recording all, or part, of a phone call. When using this module every part of the phone call is recorded: what end-users hear and what they say.

This is a flow-through module; End-users do no interact with it.

• To initiate a recording, place a module in the desired location and select the red record button ()
• To stop a recording, place a second module in the desired location and select the black stop button ()

In other words, the section to be recorded needs to have ‘Call Recording’ () modules as bookends.

Fuse stores recorded audio only in temporary memory. To save call recordings, a webservice needs to be used to send the recording data to another location for storage by referencing the name of the recording module, e.g., call_recording.

Fuse does not have any recorded audio storage. Users who want to save audio recordings must have a data webservice where they can send the audio file by using the REST () module or Post-Call webservice. Audio will be in .WAV format.

A guide explaining how to upload audio recordings to your cloud storage solution is available here.

Because the entire call is being recorded, any recording that contains any personal identification information are not covered by PCI.

It is important to place the module correctly at the right location if there are security requirements on the data that are presented in the call.

It is also important to consult local, state and federal laws in regards to call recordings and that they are followed accordingly.

Note: The 'Call Recording' () module can only record one audio file at a time during a call. If users want to record two separate, non-continuous portions of a phone call, the first recording must be saved, i.e. sent to an external storage location, before the second recording occurs. Otherwise, the module overwrites the initial recording with the second recording. Recordings will be in .UL format, mono at 8000 Hz

If the file is needed in .wav format instead (or to other formats), sox can be used to convert the file

sox -r 8000 -c 1 <file>.ul <file>.wav

To record a message or comment from the caller (like a message after the beep), use the Record () module instead.

Use Cases

Partial

One use case of the recording module is to record a specific portion during the call.

In the following example, a verbal confirmation along with the prompt is needed for a payment to be processed.

2 recording modules, a start and a stop, are used so that the prompts and response in between these modules can be submitted to later in a web request.

Entire Call

Another use case is to record the entire call.

This only requires a start recording module, as there would not be a specific moment to end the recording. However, as the caller can hang up at any time during the flow, Post-Call Webservice should be used for uploading the recorded audio back to the server, as this would be triggered once the call has ended.

Post-Call Webservice can be found under Application Settings > Post-Call Webservice

Module Settings

• None