Title: How to set up extended recording in a campaign

Symptom / Need

Enable recording of pre-connection interactions with the agent to analyze the performance of tools such as AMD and diagnose a failure.

Context / Scenarios

Extended recording allows you to capture what happens before a call is connected to an agent. This is useful for checking the accuracy of AMD (Answer Machine Detection) and evaluating the entire operation.

Answer (Solution/Recommendation)

Follow these steps to activate extended recording in a campaign:

1. Access to the campaign:
   • Click the “Add New Campaign” button or select an existing campaign and click “Edit Campaign” .
2. Extended Recording Settings:
   • In the campaign settings window, look for the extended recording option .
   • Enable this feature to have the system record what happened before connecting the call to the agent.
3. Technical considerations:
   • Extended recording will be active until 23:59:59 (GMT-5) on the day it is enabled.
   • This functionality impacts stereo recording tools (separating customer and agent audio) and Speech Analytics .
4. Access to recordings:
   • To listen to calls recorded using this feature, access the Data Monitor tool in Wolkvox Manager. The procedure is the same as for listening to standard calls.

Important note

If you enable extended recording, please note that its duration will be limited to the end of the day. Be sure to review and analyze recordings in a timely manner to maximize the value of this feature.