Call originating from an device outside the switch network infrastructure to a device inside the switch network infrastructure.

Call originating from a device inside the switch network infrastructure to a device outside the switch network infrastructure.

Call between two devices inside the switch network infrastructure.

Blind conference

Call between three or more parties where the invited third party was consulted prior to the invite.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Follow-the-call contact policy is set, there is one contact that includes all audio from the beginning of the call to the end.

Call transferred from one agent to another agent where the other agent was not consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Follow-the-call contact policy is set, there is one contact that includes all audio from the beginning of the call to the end.

Call transferred from one agent to another agent where the other agent was consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Follow-the-call contact policy is set, there is one contact that includes all audio from the beginning of the call to the end.

Trunk side

Call between three or more parties where the invited third party was consulted prior to the invite.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a trunk-side recording scenario, the recording is made outside the switch environment, on the line between the incoming telephone line from the phone provider and the switch.

Call transferred from one agent to another agent where the other agent was not consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a trunk-side recording scenario, the recording is made outside the switch environment, on the line between the incoming telephone line from the phone provider and the switch.

Call transferred from one agent to another agent where the other agent was consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a trunk-side recording scenario, the recording is made outside the switch environment, on the line between the incoming telephone line from the phone provider and the switch.

Blind conference

Call between three or more parties where the invited third party was consulted prior to the invite.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a station-side recording scenario, the recording is made within the switch environment, directly on the line from the extension.

Call transferred from one agent to another agent where the other agent was not consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a station-side recording scenario, the recording is made within the switch environment, directly on the line from the extension.

Call transferred from one agent to another agent where the other agent was consulted prior to the transfer.

When the call is recorded, the recorder uses the call stitching method that is configured as the Contact Policy Type for the data source. When Back office contact policy is set, separate interactions are created for each call between different parties in a transfer or conference scenario. In a station-side recording scenario, the recording is made within the switch environment, directly on the line from the extension.

Call made to a hunt group that distributes phone calls from a single telephone number to a group of different phone lines.

Call whose duration exceeds the Long Call Duration (minutes) limit configured for the data source in WFE.

Call that is put on hold and resumed at least once, which does not become a transfer or conference as the same agent resumes the call.

The switch can be configured to record only a set percentage of the total call volume.

The recording of the call is controlled manually, usually through a software client or a button on the phone.