Installation guide

Recording all calls 19-11
Chapter 19: Recording All Wave Calls
Wave Global Administrator Guide
9 Select the Do not record tandem trunk to trunk calls checkbox to exempt tandem calls
(inbound calls to Wave that are routed to external phone numbers) from system call
recording. If not selected, the system records tandem trunk-to-trunk calls as well as
inbound and outbound calls that involved a trunk.
For more about tandem call routing, “Tandem call routing” on page 29-21.
10 Use the
Do not record calls while these are in the call list to exempt users or roles from
system call recording. You can exempt any of the following entities:
•
Users. Wave does not record any call while an exempted user is a participant.
If an exempted user joins a conference call that is being recorded, recording pauses as
long as the exempted user is in the call. If the exempted user leaves the conference,
recording resumes.
•
Roles. Wave does not record any call while a member of the exempted role is a
participant.
•
Queues. Wave does not record any Contact Center queue call. Note that when a queue
call is transferred to a user who is not an agent in the queue, it ceases being a queue
call and call recording will begin if none of the other exemptions apply.
Click
Add to exempt a user, role, or queue to the list. The System Call Recording Exclusion
dialog opens Select a user, role, or queue from the drop-down list, then click
OK.
Click Delete to delete the selected user, role, or queue from the list.
11 When you are finished adding exemptions, click
OK.
Release 2.0
September 2010