Call Data and CTI Tagging

Call data captured by the Recorder includes associated and non-associated call data. Associated call data represents parameters of the call such as the start time, stop time and call length. In addition to the call data values, other data fields can be appended that contain any relevant data that is associated with the call. This data can be from switch CTI ports, and can be information such as an agent extension or wrap-up codes or data from back office systems, such as the value of sale.

Associated call data includes the following, which are logged with every call recorded:

  • Start Date and Time

  • End Date and Time

  • Call length

  • Dialed Digits (outbound)

  • CLI Digits

  • DNIS

  • Call ID (unique to the call and Recorder)

  • Call direction

Non-associated call data allows the Integration Service to place records into the database when they cannot be directly associated with a voice call (either because the call has finished or the inum of the call is unknown). At this point, a join is performed between some common element within the associated data, such as a unique ID from the CTI system, to allow this non-associated data to be added to the call details.

Once you determine which fields you need to use in your system, you can add them as custom attributes, then map these custom attributes to an adapter. You can then use these attributes for tagging and to build recording rules, where the attributes become criteria upon which the decision to record or not is based.

Attributes

Attributes are used to record and retrieve calls based on real criteria associated with employees (such as an Employee ID), contacts (such as number of holds), devices (including extensions) and CTI events (such as a call ID). You can use them to establish the conditions that trigger recordings, through recording rules, and to tag calls, by mapping them to custom data.

There are both standard attributes, which are predefined and have specific values or behaviors, and custom attributes, which are created to serve specific business needs using data present in a particular environment.

Values for standard attributes are pulled from different places. For example, Employee attributes are obtained from the Employee configuration, Contact attributes are collected from information in the contacts, and CTI attributes are received or derived from CTI.

In certain cases attributes won’t have values. This can be because configuration is incomplete, there are third-party limitations, or the attributes are simply not applicable to a given environment. If the standard attributes don’t contain the data you need, you can create new ones.

Custom Data

The Recorder makes use of Custom Data (CD) and Conditional Custom Data (CCD) to tag data and make it usable for things like reporting and analytics.

Desktop Process Analytics

If you integrate Desktop and Process Analytics (DPA) with the Recorder, you may trigger recording events on workstations monitored by DPA clients, and tag recordings with DPA-collected custom data and attributes.