Logcall

Initiates call recording and creates a new CTI event. Currently only functions with the ACD recorder.

Supported Script Types

Generic Phone

Properties

Property Details
WhileInConversation

Determines what gets logged during an interaction when the contact is not on hold. Options include:

WhileInIvrOrOnHold

Determines what gets logged while a contact is on hold or in an IVR section of a script. Options include:

  • PauseRecording — stops the recording while the contact is alone on the line.

  • RecordOnlyContactAudio — records only the contact's voice.

  • RecordOnlyNonContactAudio — records IVR or hold music.

  • RecordBothcontactAndNonContactAudio — records both the contact's voice, agent's voice, and any other audio.

  • RecordSilenceForDuration — records silence over a period of time, but no audio.
FileFormat

Determines what format the log file generates as. Options include:

  • CompressedMp3Mono — converts recordings to MP3 format, which typically results in smaller file sizes. Use of compression may delay availability of your recordings. Some files are not compressed to MP3 and remain in their original uncompressed WAV format. Files are not converted if they are: 

    • Over 1 GB.
    • Very small, especially if they have little to no audio or are a second or less in length.

  • MonoWav — non-compressed, standard audio format.

  • StereoWav — non-compressed, large format that separates patron into one channelClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. and system/agent into another channel. Useful for voice analytics.
MCRRecordingType

*Currently non-functioning*

Determines what content CXone Recording should record. The two options are:

  • Voice — records voice audio between the agent and contact.
  • VoiceAndScreen — records the agent's screen plus the voice audio between the agent and contact.

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

  • Voicemails can not be logged with the Logcall action.
  • You can use the Do Not Record action to stop an active recording.

Phone Script Example Using Logcall

The following excerpt initiates a call recording after attaining consent. The menu allows the contact to confirm or deny consent to be recorded and the decision is logged as True (for confirm) or False (for deny) in the ensuing snippet before requesting an agent. When an agent answers the call, the If action directs the contact to the Logcall action if the consent was confirmed (as True), and Logcall initiates a recording.

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