Guide for Systems Administrators

Recording Agent Interaction

Softdial Contact Center™ with Softdial Telephony Gateway™ provides a built-in call recording and archiving function, including optional capture of visual activity on the agent screen.

All recordings are stored server side (in MP3 and WAV format for audio only, or MP4 if including video) and are accessed from the web-based Softdial Recording Monitor™ client, which includes a comprehensive search facility.

Key features of SCC's call recording solution are:

• Dual Stream Recording - multiple recordings can be made of a single call session. For example, by recording the whole call and also separately recording responses to individual questions.
• Export Recordings - a batch process, or an automated job can be run to export the recordings to a specified location. Also, individual recordings can also be exported or emailed as needed.
• PCI Compliance - Softdial Contact Center™ can avoid recording sensitive information, e.g. credit card data. The API offers the facility to record silence (mute record) for a specified section of the conversation.
• Flexible Search and Retrieval - Recordings may be selected by Most Recent, Today's Recordings, Yesterday's Recordings or Search Terms based on call session information or custom tag information. When the required recording has been located it can be downloaded and played / viewed on the client PC.
• Screen Recording - from V10.7 - video is recorded of agent's screen activity. This is merged with audio (for voice sessions) and saved in a single compressed MP4 file. See Desktop Capture.
• Split customer/ agent recordings - from V10.7.1666 - separate recordings are made of the customer and agent sides of a conversation, and merged into a single dual-channel (stereo) recording. See Split Customer/ Agent Recordings.

Softdial Recording Monitor™ is installed as part of the full Softdial Contact Center™ installation.

For a detailed description of Softdial Recording Monitor™ workflow including both audio and video files, see Recording Process.

The default installation configures Softdial Recording Monitor™ to write the information associated with the recordings (Recording Tags / metadata) to the installed MariaDB database. This information is then accessed by Softdial Recording Monitor™ to locate and access the recordings according to user specified search criteria.

For more efficient search and retrieval performance, Softdial Recording Monitor™ provides an archiving function. Files due for archiving are automatically moved to the archive location and the database updated with the new information. For details, see Recording Process.

The location of the archiving folder and the time that files are held in localStorage before moving to Archive is specified in the configuration file - see Configuration (Softdial Recording Monitor™).