Dialer nail up call

An automated dialer dedicates a session to an agent during the agent's shift. This dedicated session is called a nail-up call. It consists of periods of silence and sound. Based on the API events from the dialer, the Recorder segments the nail up, keeping only the parts of the call that contain the customer interactions. The silent parts of the nail-up are discarded.

The following image shows a nail-up call (blue-dotted line) with two customer interactions (yellow solid line).

Customer interaction segments of a dialer nail up call

Events identify the nail-up and customer call

The Verint Recorder identifies the nail-up call based on events from the dialer. A Connected event identifies the start of a customer interaction. A Disconnected event identifies the end. Verint does not record the part of a call that was on hold.