Sytel's Softdial Contact Center (SCC) supports audio recording of agent/ caller conversations as standard. SCC can be configured to record all calls in a campaign, all calls by a particular agent, or pass control to the agent to record particular calls, or portions of a call. The recording format can be either uncompressed (.wav) or compressed (.mp3).

Here are answers to some common questions on Sytel call recording.

For PCI compliance, can SCC avoid recording sensitive information, e.g. credit card data?

Yes. The SCC API offers the facility to record silence (mute record) for a specified section of the conversation

Can the recordings be exported?

Yes, Sytel can provide 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.

Can SCC handle dual stream recording?

Yes, 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.

Can recordings be retrieved using search criteria?

Yes, by using Record Monitor, SCC's recording search tool.

Record Monitor has 4 tabs, described below.

 

Figure 1 - list of recent recordings within Recording Monitor

Figure 1 - list of recent recordings within Recording Monitor

  1. Recent recordings (see Fig 1): shows the last 200 recordings processed by Record Monitor.

  2. Today's recordings: shows only recordings made today

  3. Yesterday's recordings: shows only recordings made yesterday

  4. Search (see Fig 2):

 

Figure 1 - search fields within Recording Monitor

Figure 1 - search fields within Recording Monitor

 

The Search tab allows the user to search for single or multiple recordings by using the following search criteria:

  • Campaign Name
  • Agent Outcome 
  • Agent Identifier
  • Switch Outcome
  • Session ID
  • Call duration
  • Telephone Number
  • Call start time

Exact Match

If checked: any records exactly matching the search text will be retrieved.

If unchecked: any records containing the search text will be retrieved.

Custom tags

When setting up a campaign, up to six custom tags can be specified from the list of available data for each call in order to aid the search process, e.g. mobile number, postcode.

Using the Search tab,

  • single recordings may be downloaded and played directly
  • multiple recordings may be zipped and downloaded