Call Settings Policies

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The call setting policies are assigned to OU objects and control whether certain call features are enabled for calls that are associated with the OU object.

Call Setting Policy Name	Name of call setting policy
Description	Description of call setting policy (optional)
Default	If enabled, this call setting will be the default policy.
Enable Sentiment	Determines whether sentiment will be recorded for calls. Sentiment needs to be configured. See Setup Sentiment Analysis
Recording Mode	Determines how or if calls will be recorded. Options: On Demand, Disabled, Always Record (Can Stop), Always Record (Can't Stop). See Setup Policy Call Recording
Recording Options	This setting will determine if recording is automatically started at the beginning of the specific types of calls. For more information, see Recording Options Details
Speech Recognition Language	This setting should be the language spoken. This is used for speech to text and to evaluate sentiment.

Recording Options Details

• Recording Options do not apply when Recording Mode is set to Disabled or On Demand

• Recording Options apply if the recording mode is set to Always Record (Can Stop) or Always Record (Can't stop)

• If recording mode is set to Always Record (Can Stop):

  • Recording will automatically be started at the beginning of the types of calls that are selected.

  • All other calls the agent will have the ability to start the recording manually from the agent panel (On Demand).

• If recording mode is set to Always Record (Can't Stop):

  • Recording will automatically be started at the beginning of the types of calls that are selected.

  • All other calls the agent will not have the ability to record (Disabled).

• The type of call is determined at the beginning of each call. If the call type changes during the call, the current recording status will not change.