Installation guide

19-2
Chapter 19: Recording All Wave Calls
Wave Global Administrator Guide
Some countries, states, or other locations require that you announce to callers that their calls
may be or are being recorded.
• Wave includes a system prompt, MayBeMonitored.wav, that says, “Your call may be
monitored or recorded,” which you can play as needed (for example, by using an auto
attendant or Contact Center queue greeting).
• Wave allows you to play a regular “reminder beep” while recording Contact Center
queue calls which alerts agents and callers that their calls are being recorded (see
“Including a reminder beep on queue call recordings” on page 19-12).
Important: Be sure to instruct any users with the Wave permission “Record calls” (or who
inherit this permission from a role) how to comply with call recording privacy requirements.
Disk space and recording all calls
Caution: If you record all calls or even a significant portion of calls, or if you have users
with thousands of saved voice messages and large maximum mailbox sizes, disk space
on the Wave Server can quickly fill up with voice messages and call recordings. In
addition, ViewPoint performance will significantly degrade while a user searches for
and acts on thousands of recordings, or when recordings are being delivered to the user
in quick succession. See “Offloading call recording voice files from your Wave Server”
on page 19-3 for information on how to manage many recordings properly.
What parts of the call are recorded
Call recordings include only calls with two or more parties, and only the portion of the call from
time the parties are connected to the end of the call. The following parts of a call are not
recorded:
•Hold music
• Auto attendant messages
• Voicemail greetings
• Voicemail messages
Release 2.0
September 2010