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Record a call

Requirements: This feature may or may not be available to you, depending on the licenses and rights assigned to you in Interaction Administrator. Two types of recordings are available in PureConnect for Salesforce. For the Record button, see the Requirements for Ad hoc recordings. For the Snip button, see Requirements for Snippet recordings.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.

With the appropriate license and rights, you can record a call. You can make two types of recordings: Ad hoc and Snippet. Use the Record button to create an Ad hoc recording or the Snip button to create a Snippet recording. For more information about the differences between these types of recordings, see Recording Types.

Tip: You can make either an Ad hoc or a Snippet recording of an interaction. You cannot make both types of recordings of the same interaction. For more information, see Snippet Recording Precedence.

After the recording ends, CIC stores all parts of the recorded call. Snippet recordings are stored in the CIC database and are available only to Interaction Recorder users - usually administrators and supervisors. Ad hoc recordings made using the Record button are stored in files that your CIC administrator can arrange for you to receive in your email inbox as WAV files attached to email messages.

Note: The following procedure assumes that you are currently connected to a call.

To record a call:

  1. Select an interaction and click Record or Snip.

    A blue bar appears below the button and the recording starts.

  1. To secure pause an Ad hoc recording, click Secure Pause.

    A blue bar appears below the Secure Pause button and recording is suspended.

    Note: Secure Pause is not available if you are making a Snippet recording. For Ad hoc recordings, this pause affects only your recording of the interaction. Recordings made by other monitors of this interaction are not affected. For more information, see Securely Pause a Recording.

  1. To stop recording, click Record or Snip again.

    The blue bar below the Record or Snip button disappears and recording stops.

    Note: You can press the Record or Snip button more than once to stop or continue recording your call, making separate recordings of selected parts of the call.