Installation guide

Preparing to record all calls 19-3
Chapter 19: Recording All Wave Calls
Wave Global Administrator Guide
• Phone commands or prompts
• IVR Plug-in prompts
• Consultation calls during supervised transfers
When a call is transferred, the various conversations are included in a single call recording.
Exempting Contact Center queue calls
Contact Center queues usually comprise a large portion of a system’s total phone traffic. If your
site uses Contact Center queues, it is recommended that you exempt your queues from system
call recording, and use the queue’s own recording features to record queue calls (see the Wave
Contact Center Administrator Guide). Otherwise, a needless duplication of recordings can
result.
Preparing to record all calls
Recording all Wave calls can use significant amounts of disk space and can consume many
voice resources. Including regular reminder beeps on recorded Contact Center queue calls also
requires additional conference resources. Before beginning to record calls, you should plan for
how to store the resulting voice files and manage the demand for voice and conference
resources. See “Allocating DSP resources for call recordings” on page 19-6 for information on
managing voice resources for call recording needs.
Offloading call recording voice files from your Wave Server
Each minute of call recording consumes .46 MB of disk space. If you store all call recordings
on the Wave Server computer, it can rapidly consume your available hard disk space and
interfere with phone system performance and users’ ability to receive voice messages.
Therefore, it is highly recommended that you automatically offload call recordings from the
Wave Server computer. The following are two ways to do so.
Release 2.0
September 2010