The agent only call recording to comply with the regulations.

The call recording used to be an on-or-off feature. While it offered the flexibility to set the recording behavior in the queues and dial plans, this new feature allows admins to select an additional option: agent-only recording. It will be accessible in the same fields in the dial plan menu and the attendant steps containing a recording setting.

Once selected, only the agent's voice will be recorded in the call. This way, the end user's voice will be omitted in the call record to comply if specific regulations require doing so.

Some countries require call center operations to ask the end-users permission before taking their voice records in the call. Some cases involve never taking the voice record of the end-user without consent. With this option, it will be possible to comply with such regulations. The voice recording settings can still be manageable in the relevant attendant menu steps or dial plan menus.

For inbound calls and IVR campaigns, you can make the necessary selection in the attendant menu step. There is a new dropdown field to select the agent-only recording option.

For outbound calls and predictive campaigns, you can select in the dial plan menu.

If the voice record checkbox is selected, call recording options will appear in the dropdown field below;

Record the agent and the end user: Default option. Both the agent's and the end user's voices are recorded in the call.

Record only the agent: Only the agent's voice is recorded in the call.