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Old 11-09-2017, 06:47 AM
smdavidson71 smdavidson71 is offline
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Default Call Recording and AAEP

Unless things have changed recently, I believe that AAEP does not support Call Recording.

However, my scenario is that the call is answered in AAEP and then routed to an agent. The Agent leg is recorded. During the AAEP leg the customer inputs their account number for example, what I need to know is:

Can these details be provided to ACR?
and
Can ACR store these details to allow calls to be searched for on Account Number?
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Old 11-16-2017, 02:06 PM
mark05 mark05 is offline
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Default csapi

There is an license enabled API interface on ACR which allows calls to be tagged from an external source. If the call is landed on the agent and possibly the information shows up on a CRM, maybe the CRM can use this interface to tag the recorded call and then later be searchable inside ACR.
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