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 allows call center agents to conference call to recorder and record rest or part of the call for future reference (Verification).  This feature commonly used  to record customer acknowledgement of the transaction or transaction details during 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:

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

How to use CLI Tool - refer to CLI Tool Overview

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)

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)

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)

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)

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