Symptom or Need

• The customer reports that not all calls are being recorded in stereo format.
• Upon reviewing the recordings, it was identified that some interactions, particularly internal calls ( internal_call ) or transfers, are being recorded in mono format instead of stereo.
• Although some internal calls are successfully recorded in stereo, the success rate is not 100%.

Context / Scenarios

• Service : Call recording.
• Platform : Wolkvox Manager, Wolkvox Studio.

Although Wolkvox guarantees stereo recording for the first contact (in line with industry best practices), evidence shows that 100% or a percentage of internal_calls or internal transfers do not always maintain the stereo format.

The following are the specific scenarios that cause the loss of stereo format during the call flow:

1. Generation of new segments by transfers : Each time a transfer occurs (for example, when advisors dial the skill or directly to the ID agent to transfer the call), a new call "segment" is created. In each of these segments, the system re-evaluates and decides whether to record in stereo. Therefore, the fact that the first segment is recorded in stereo does not guarantee that subsequent segments will maintain this format.
2. Interaction with IVR and Surveys: If, during the call flow, the call passes through an IVR (including IVR-INB and conversational-INB calls) or enters a survey, the recording will automatically pause. Stereo recording is not used within the IVR or survey.

• If the call leaves the IVR and continues, the system will attempt to reactivate stereo recording, but this will only happen if the next segment meets the necessary conditions.

3. Exceptions in Agent-to-Agent Transfers: Although stereo should normally be maintained in direct transfers between agents, when tracing multiple calls it becomes evident that stereo is lost if any of the following exceptions occur during the process:

• The transfer goes through an IVR or survey.
• The call sampling system does not select that particular interaction.
• The queue to which the call is transferred does not have stereo recording enabled.
• Stereo recording is not active in the WolkVox Manager.

Answer / Solution

Check the Stereo recording settings

To ensure channel separation (customer and agent voices) and correct the problem, verify that the stereo recording is correctly configured using one of these methods:

Option 1: General Activation (For the entire operation)

1. Access the " Settings" menu in Wolkvox Manager. Go to the " General" tab.
2. Verify that the " Enable stereo recording " option is active.
3. If you make any adjustments, remember to click Save Changes.

• Option 2: Activation by Flow (Via Routing Point)

1. Enter Wolkvox Studio and open the routing point, selecting the "voice (IVR)" option.
2. Verify that the component “Activate stereo recording on agent for this call” is added.
3. Important: Make sure this component is strictly before any component that hands the call off to an agent or skill (such as "Transfer skill"), otherwise the call will not be recorded in stereo.
4. To maintain stereo in internal transfers, the transfer must be managed through a routing point that re-establishes this condition.

Initial Validations and Troubleshooting

If the problem persists after verifying the correct configuration, gather the following information:

Minimum information to be collected

1. Name of the affected operation.
2. Server where the operation is located.
3. Service activation verification (stereo recording).
4. DID, Number Phone.
5. Routing Point (if applicable).
6. Campaigns (if applicable).
7. Percentage of affected.

Validations

1. Confirm that the service is active (by checking both the web manager and the desktop manager) and the activation date of the stereo recording.
2. In the Data Monitor module, validate calls that do not have stereo and check if they went through IVR, surveys, or are purely internal transfers.
3. Check if there were any recent updates on the server and verify if the behavior is replicated in an earlier version of Manager.
4. Check if the failure is replicated with an earlier version of Wolkvox Manager.

Escalation

If the above steps do not resolve the situation, the case should be escalated to Level 3 (CORE Team).

Remember to document in the case all the evidence and previous validations carried out, including those of Configuration and the minimum information to be collected.

Consideration

Please note that this service is not retroactive . This means that recordings will only begin to be saved in stereo once the feature is activated.