Logcall

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

Dependencies

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

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

Generic

 Phone

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

While In Conversation

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

While In Ivr Or OnHold

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.
File Format

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: Nnon-compressed, large format that separates patron into one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. and system/agent into another channel. Useful for voice analytics.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

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 action's other branches are not defined.

Script Example

This example is not a complete script. Additional scripting work is required to use this action.

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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