Record full audio for IVR app

I have just set up a demo version of your IVR. Is there a mechanism available to record the full audio of the call, including what the caller would say other than to respond to a question that is part of the phone tree?

From our experience, recording the full audio of a call is usually not necessary. There are better ways to know what is going on with an IVR system.

There are many drawbacks of using audio recording for analysis purpose. You need to spend a lot of time listen to these recordings and they are hard to collect statistical data through automation. These recording files also take up a lot of disk storage, especially for a busy site with many simultaneous incoming calls.

The preferred way is to log customer selection for each of the choices or stages you are interested in. This logging information, in addition to caller ID and call time, can be saved to a simple log file or to a relational database. These data can then be used for further analysis through programs like Excel or custom programs and scripts.

Voicent IVR Studio has built-in support for these features, so it should be easy to set it up.

Record Phone Conversation

Logging cannot help to know what the conversation is. This you need to use recording. To turn on recording for all calls that are transferred to agents, open Voicent Gateway, select Setup > Options > Call Transfer Tab, then select “Record every transferred call automatically“. In addition, if you do not want to set global recording for transferred calls, there is a “Recording” button on an agent’t popup screen.

What if you want to listen

Voicent offers a product called “Call Center Manager”, which can be used to monitor or listen to a particular phone line or agent. The call monitoring happens in real time.