Maintenance Manual

Recordings
Quality Management Workflows
121
Inbound and/or
Outbound
Select which calls to be recorded—inbound, outbound, or both. You must
select at least one call direction.
Don’t Record Use this option if you want agents to selectively tag calls for recording
using the Tag command.
This option allows you to exclude specific phone numbers or area codes
from recording. For example, a workflow for a team has 2 classifiers in
the following order:
• Do not record a call for this workflow if the Calling Number begins with
612* because the area has rules against recording calls.
• Record all calls with a Calling Number of *.
The first classifier excludes all calls that originate from a number that
starts with 612* from recording. The second classifier records all calls
that are not excluded by the first classifier.
Numbers Select the type of number you want to use to filter the calls, Called
Number or Calling Number.
If the call is inbound, the Called Number is either the route point number
if the call was routed, or the agent extension if the call was direct dial.
The Calling Number is the original number from which the caller is
dialing.
If the call is outbound, the Calling Number is the agent’s extension, and
the Called Number is the number of the customer/client.
NOTE: If you add phone numbers to the Called Number section, then
select Calling Number from the Numbers drop-down list, the phone
numbers you added will be deleted. The reverse is also true. If you add
phone numbers to the Calling Number section, then select Called Number
from the Numbers drop-down list, the phone numbers you added will be
deleted.
Called/Calling
Number
Click Add to specify the phone numbers you want to filter for in the
Numbers field. You can enter:
• Specific numbers (for example, 6125551212).
• Number ranges using wildcards (for example, 612*, where the *
wildcard stands for any number of digits, or 612555????, where the
? wildcard stands for 1 digit).
• The * wildcard to record all calls.
The numbers you enter cannot contain dashes or parentheses, and must
be between 1 and 16 characters long.
Field/Option Description