|
Prevents Engage QM Integrated from recording a call. Does not function with other recording applications. After firing, this action changes the DoNotRecord field of the CTI event to True, preventing Engage QM Integrated from recording. If an agent transfers or conferences the call, the CTI event retains the True value, continuing to prevent the call from being recorded. This action must be used in conjunction with a rule in Engage QM Integrated. A user with access to the Rules Manager must create a rule that determines the privacy control of calls. In the rule, you can determine options such as which call direction the rule affects (inbound/outbound) or which groups of users it affects. The expression of the rule must be DoNotRecord = True. For more specific information, help is available when you log into the application and launch help. |
Supported Script Types
|
| Phone |
Branches
| Branch | Details |
|---|---|
| Default | Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined. |
Tips & Tricks
- If your organization uses Engage QM Integrated for call recording, this action can be used to prevent an agent from launching a call recording through the agent application.
- You cannot change the DoNotRecord state of the CTI event from True to False. Therefore, once this action fires, Engage QM Integrated will not be able to record throughout the duration of the call.