Enhancements to Interaction Recorder Notification Events

This enhancement eliminates potential notification errors that are based on the state of the interaction. It improves the handling of notifications and ensures the correct action based on the state of the interaction.

Interaction Recorder watches for these interaction state updates:

•  Connect

•  Held

•  PartyAdded

•  Disconnected

•  Transfer

•  Consult Transfer

Interaction Recorder receives several of these updates in the course of an interaction, and the corresponding action depends on the correct state. Examples of actions that are based on the interaction state include:

•  Determine whether an interaction should be recorded

•  Stop recording.

•  Pause a recording during a hold or transfer.

•  Write hold and transfer updates to the database.

This enhancement does the following:

•  Improves accuracy in handling recorded interactions.

•  Provides more accurate recording query results.

•  Improves reporting and tracking data.

•  Allows for a more accurate, quality evaluation of recorded interactions.