About Verification Call Recording channels

Version specific Notes :

Available on VSLogger versions 4.6.2.0 or newer

Verification recording is a Versadial Call Recorder feature that enables call center agents to conference any call to the recorder to record the rest of the call for a future reference (Verification). This feature commonly used to record the customer acknowledgements of the transaction or transaction details during the order taking by otherwise not recorded call center agent .

How it works:

several analog extensions on Call Center phone system connected to recorder ports configured as Verification channels. Verification extensions organized into hunt group.
When agent needs to record transaction taking part of the call, agent conferences the call to verification extension
Recorder system will answer and start recording. Different options described below.

VSLogger server provides following Verification recording capabilities:

voice mail style recording - accept incoming call on recorder port (channel) and record until caller hangs up.

verification recording- accept incoming call on recorder port (channel) and record until caller hangs up or presses stop recording DTMF tone.

Optional features:

generate Verification Number and insert to NOTES field of the recording details.
replay verification number to the caller, prior to end of the call
prior to recording, the caller may provide extra id(s) to be added to NOTES field of the recording. Collected id can be any optional data e.g. account number, order number incident id etc.

Example: Agent calls into recorder. Recorder requests Agent ID number, Agent provides ID number, this ID number is than appended to the recording notes. Additionally, you may configure another number the agent inputs prior to recording. After verification, you may require agent to insert Order Number or Customer account number. They input this on the phone, and this number will also be appended to recording notes.
Recording may have up to 3 separate numbers attached to the call in the notes field: (1) The Verification Number (automatically created sequentially), (2) Agent ID or Account Number, and (3) Order number or any optional 3rd number to attach to the record.
Managers can search and filter based on these account numbers and ID numbers.

Verification channels requirements

Following hardware can provide verification channel capability

AudioCodes SmartWORKS LDAXXXX - analog channel boards
AudioCodes SmartWORKS DTXXXX - terminating T1/E1 boards

Verification channel configuration - Initial steps

The following steps assumed to be completed in prior configuration described in this section:

AudioCodes SmartTab drivers installed.
Audio codes boards installed to the PC and recognized by drivers
VSLogger server software installed
GUI or CLI Tool used to enable smart ( AudioCode SmartWorks) refer to config hw- Hardware

CLI (Command Line Interface) How to use CLI Tool - refer to CLI Tool Overview		GUI (Graphical User Interface)
Verification channel configuration For this example, we assume that channel 1 in a system belongs to SmartWorks analog board (LDAXXXX) . `cli>(config)` `->channel 1` `cli>(config-ch_1)` `->?` `agc [y\|n] - enable/disable AGC` `allowenbl [y\|n] - allow enable/disable channel (only if dynamic license group set)` `beep - beep configuration` `compress [ulaw\|adpcm\|gsm] - set channel compression codec` `dsp [y\|n] - enable/disable channel hw compression` `name [...] - channel description` `enable [y\|n] - enable/disable channel` `event [id] - channel events configuration` `exit - exit current configuration mode` `gain [db] - set gain` `help\|? - embedded help` `maxsilence [sec] - max silence timeout(sec)` `minactivity [sec] - min activity timeout (sec)` `highthrld [Dbx10] - high threshold (Dbx10)` `lowthrld [Dbx10] - low threshold (Dbx10)` `licgroup [none\|1-n] - set channel license group` `highvolt [] - voltage high (V)` `lowvolt [] - voltage low (V)` `debouncetm [] - de-bouncing time (msec)` `copy [1-n] - copy channel settings to range of channels [range]` `show - show current settings` `test voxlevel [0-600] - start/stop vox level test (time in sec, default 60 sec)` `getoffhook [y\|n] - get offhook during recording` `verification - verification configuration` `cli>(config-ch_1)`		This menu can be navigated to through Setup->Channels->Edit
Step 1 - enable voice mail style recording We want incoming call on recorder channel to be answered and recorded until caller hangs up. Hangup detected as Loop drop or busy tone events.
Enable channel `cli>(config-ch_1)` `->enable y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1)` Make it answer the call and record on Ring* `cli>(config-ch_1)` `->getoffhook y` `cli>(config-ch_1)` `->event ring` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-event_ring)` `->add act start` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-event_ring)` `->exit` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1)` `cli>(config-ch_1)` `->event looponoff` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-event_looponoff)` `->add act stop` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-event_looponoff)` `->exit` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1)`		Enable channel Edit Channel Event Settings Make it answer the call and record on Ring
Test 1 Save and reload configuration at this point. Open VSLogger Monitor UI and make a call to phone line connected to test channel: Recorder will pick up call after ring and start recording. Monitor will show recording in progress on tested channel When you end the call, recording will end. Monitor will show recording end
Step 2 - enable verification number generation and playback, enable recording stop on press of "#"
`cli>(config-ch_1)` `->verification` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->?` `enable [y\|n] - enable/disable verification` `check id [y\|n] pin [y\|n] - check ivr id /pin (optional)` `id1 [y\|n] - request account ref#1` `id2 [y\|n] - request account ref#2` `allowresubmit[y\|n] - allow to resubmit account ref#` `genverif [y\|n] - generate verification number after recording` `playprompt [y\|n] - play "welcome" prompt before recording` `playverif [0-2] - play verification number (0- never, 1- once, 2 -twice) after recording` `resetverif [number] - reset verification number (0-n)` `showverif - show current verification number` `stopkey [0-9,#,] - stop recording if key pressed` `volume [0-15] - playback volume(Db)` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `enable y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->genverif y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->stopkey #` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->playverif 1` `*settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)`		Verification Configuration settings
Test 2 Save and reload configuration at this point. Open VSLogger Monitor UI and make a call to phone line connected to tested channel: Recorder will pick up call after second ring and start recording. Monitor will show recording in progress on tested channel Press #. Recording ends an recorder plays out verification code. Monitor will show recording end .
Step 3 - enable prompt , enable IVRID and PIN check, enable account reference number entering Note: Prior to completing this part of the test, Adutante User must be created and configured as Call Center Agent. Agent parameters IVRID and PIN (analogy to USER ID and password, but limited to digits, to enable dialing it on the phone) configured. see Call Center Agents
`cli>(config-ch_1-verification)` `playprompt y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `check id y pin y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->id1 y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)` `->allowresubmit y` `settings were modified, type 'save' command to save current settings.` `cli>(config-ch_1-verification)`		Verification Settings
Test 3 Save and reload configuration at this point. Open VSLogger Monitor UI and make a call to phone line connected to test channel: Recorder will pick up call after second ring and play standard prompt Recorder requests user IVRID Recorder requests user PIN, if invalid, process repeats Recorder offers to enter account ID, plays it back and allows to reenter Recording starts at this point. Monitor will show recording in progress on tested channel Press #. Recording ends and recorder plays out verification code. Monitor will show recording end.

Other Verification channel configuration

Command format	Description	Extra Notes
showverif	show next verification number to be used	incremented with each verification recording. Shared by all channels.
resetverif [number]	reset next verification number to desired value
volume [0-15]	playback volume(Db)

About Verification Call Recording channels

Version specific Notes :

Verification channel configuration - Initial steps

CLI (Command Line Interface)

How to use CLI Tool - refer to CLI Tool Overview

GUI (Graphical User Interface)

Verification channel configuration

Step 1 - enable voice mail style recording

Step 2 - enable verification number generation and playback, enable recording stop on press of "#"

Step 3 - enable prompt , enable IVRID and PIN check, enable account reference number entering

Other Verification channel configuration