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Mitel Forums => Mitel Software Applications => Topic started by: AhiTuneup on June 15, 2015, 03:44:09 PM

Title: IVR and automated initiation of a call recording
Post by: AhiTuneup on June 15, 2015, 03:44:09 PM

Sys admin for a call center. I am looking for a way to implement the following:

- Customer calls in, agent places customer on hold and dials a number to activate recording (we are using Oaisys for our call recording)
- Agent takes the customer off hold, stays on the line while an IVR prompts customer for input (which will need to be gathered to be used in another process)
- Once the IVR has run its course, agent will end the call with the customer

I realize this sounds a bit wonky. Upper management... what can you do.

Any suggestions are appreciated.

Thanks!

Title: Re: IVR and automated initiation of a call recording
Post by: jj27sf on June 23, 2015, 03:10:37 PM

Have the recording start with the recording start/stop on the oaisys desktop client.

Then just have the agent hit transfer/conference key dial the extension/Hunt group pilot number and then hit transfer/conference  again.

Recording may stop while "conferencing" the caller to the ivr, but should start again after reconnected