Creating Recording Profiles in CyRecord

A new CyRecord agent profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon. You cannot add more devices for recording than the number of recording devices mentioned in the CyDesk license.

Name – the name of the CyRecord agent profile. Override Local Settings – When enabled, the local CyRecord Options in CyDesk will be overridden by the settings in this profile. Auto Record – Enable this so call recording can automatically start at the following interval: Every Call Every 2nd Call Every 3rd Call Every 4th Call Random Hide ‘No Device’ Warning – Disables the warning when agent is set with CyRecord profile however the device monitored by CyDesk is not a device registered for recording.

Option to Discard – Prompts agent to either keep or delete the call recording.

Recordings Folder – The location where call recording files will be stored

Folder Name

Agent Name – Creates a sub-folder in the recording path with the agent name.

Queue Name – Creates a sub-folder in the recording path with the queue name to store recording of calls related to a queue.

Campaign Name - Creates a sub-folder in the recording path with the campaign name to store recording of calls related to a campaign.

File Name

Agent Name – Includes the CyDesk agent name in the recording filename.

Phone Number – Includes the dialed / caller number in the recording filename, if present.

Contact ID – When agent is integrated to a database or CRM application, and contact is found, it will includes the contact identification in the recording filename.

Completion Code – Includes the completion code in the recording filename.

Recording Format – The audio file format, either WAV or MP3. The latter is 5 times more efficient in terms of size.

Hide Recordings Tab – Disables the Recording section in CyDesk History panel.

Allow Stop – Agent will be able to use the ‘Stop Recording’ button to stop an automatically recorded call.

Specify Types of call to AutoRecord – When enabled, only the selected call types can be recorded.

• Incoming Calls – Record all types of incoming calls i.e. both queue and non-queue calls.
• Outgoing Calls – Record all types of outgoing calls i.e. both queue and non-queue calls.
• Queue Calls – Record only queue related calls. If ‘Incoming Calls’ and / or ‘Outgoing Call’ is enabled as well, then this option is overridden.