There are several ways to configure and influence call recording in the jtel System:
- Configure the initial recording mode in the ACD group
- Optionally switch to manual recording mode in the ACD group if a caller has opted out (FROM RELEASE 3.35).
- Perform an opt-out in the IVR using the Recording Opt-Out object
The table below shows how these functions influence the actual recording mode available to agents and the actions they can perform.
| Mode Configured in ACD Group | Technical Type (Statistics Data) | Opt-In-Out in IVR or ACD? | "Manual recording after caller opt-out" configured in ACD Group | Initial Recording State at Agent | Initial Mode Displayed at Agent | Can agent stop recording? | Next mode after agent stops |
|---|---|---|---|---|---|---|---|
| Permanent / can not be switched off | AcdGroups.RecordFunction.0 | ON | Permanent / can not be switched off | ||||
| OPTIN | ON | Permanent / can not be switched off | |||||
| OPTOUT | ON | Permanent / can not be switched off | |||||
| Yes | ON | Permanent / can not be switched off | |||||
| OPTIN | Yes | ON | Permanent / can not be switched off | ||||
| OPTOUT | Yes | ON | Permanent / can not be switched off | ||||
| Permanent / can be switched off (opt out) | AcdGroups.RecordFunction.1 | ON | Permanent / can be switched off (opt out) | Yes | Deactivated | ||
| OPTIN | ON | Permanent / can be switched off (opt out) | Yes | Deactivated | |||
| OPTOUT | Deactivated | ||||||
| Yes | ON | Permanent / can be switched off (opt out) | Yes | Manual / can be switched on- off | |||
| OPTIN | Yes | ON | Permanent / can be switched off (opt out) | Yes | Manual / can be switched on- off | ||
| OPTOUT | Yes | Manual / can be switched on- off | |||||
| Manual / can be switched on- off | AcdGroups.RecordFunction.2 | Manual / can be switched on- off | |||||
| OPTIN | Manual / can be switched on- off | ||||||
| OPTOUT | Manual / can be switched on- off | ||||||
| Yes | Manual / can be switched on- off | ||||||
| OPTIN | Yes | Manual / can be switched on- off | |||||
| OPTOUT | Yes | Manual / can be switched on- off | |||||
| Deactivated | AcdGroups.RecordFunction.3 | Deactivated | |||||
| OPTIN | Deactivated | ||||||
| OPTOUT | Deactivated | ||||||
| Yes | Deactivated | ||||||
| OPTIN | Yes | Deactivated | |||||
| OPTOUT | Yes | Deactivated | |||||
| Every x calls to agent / can be switched off (opt out) | AcdGroups.RecordFunction.4 | ON | Every x calls to agent / can be switched off (opt out) | Yes | Deactivated | ||
| OPTIN | ON | Every x calls to agent / can be switched off (opt out) | Yes | Deactivated | |||
| OPTOUT | Deactivated | ||||||
| Yes | ON | Every x calls to agent / can be switched off (opt out) | Yes | Manual / can be switched on- off | |||
| OPTIN | Yes | ON | Every x calls to agent / can be switched off (opt out) | Yes | Manual / can be switched on- off | ||
| OPTOUT | Yes | Manual / can be switched on- off | |||||
| Caller Opt-In by DTMF | AcdGroups.RecordFunction.5 | Deactivated | |||||
| OPTIN | ON | Caller Opt-In by DTMF | Yes | Deactivated | |||
| OPTOUT | Deactivated | ||||||
| Yes | Manual / can be switched on- off | ||||||
| OPTIN | Yes | ON | Caller Opt-In by DTMF | Yes | Manual / can be switched on- off | ||
| OPTOUT | Yes | Manual / can be switched on- off |