Recording calls

VoiceAI Connect can facilitate Session Recording Protocol (SIPREC) for recording the audio of calls with a bot.

Recording is done by the VoiceAI Connect (SBC) functioning as the Session Recording Client (SRC). The Session Recording Server (SRS) can be AudioCodes SmartTAP recording solution or any third-party SRS.

Recording can be started in the following ways:

• Automatic recording:

  • All bots - calls of all bots will be recorded for the whole duration of the call.

  • Per bot - calls of a specified bot will be recorded for the whole duration of the call.

  VoiceAI Connect Enterprise supports automatic recording per bot from Version 2.6 and later.

• Bot-controlled recording: Recording will only be done when the bot sends a specific event. The bot can also stop, pause or resume recording at any time. This is useful if the bot logic should decide whether and when to record the call (e.g., after asking for the user's consent).

  VoiceAI Connect Enterprise supports bot-controlled recording from Version 2.2 and later.

The recording session can include an identifier so it can be correlated with the bot conversation. When the recording is started by the bot, the bot can set this identifier.

To enable recording of your bot calls for Live Hub, see Call Recording.htm.

How do I use it?

Configuration

For VoiceAI Connect Enterprise, please contact AudioCodes professional services for configuring the Session Recording Server (SRS).

After configuring it, the following bot administrative parameters should be set:

Automatic recording

For automatic call recording of all bots, please contact AudioCodes professional services.

For configuring automatic call recording per bot, configure the bot administrative parameter autoCallRecording to true for the bot whose calls you want automatically recorded.

Bot-controlled recording

The following events are used by the bot for recording at any stage of the call:

• startCallRecording: Starts recording.

• stopCallRecording: Stops recording entirely and closes the connection with the SIP Recording Server (SRS).

• pauseCallRecording: Pauses recording (nothing is recorded), but the connection to the SRS is maintained. This may be used, for example, when the bot wants to stop recording for a limited time during which the customer says sensitive data. The recording can later be resumed or stopped.

• resumeCallRecording: Resumes recording after it was paused.

See Sending activities page for instructions on how to send events using your bot framework.

The callRecordingId parameter can be used to specify an identifier to the recording session, which is forwarded to the SRS.

Examples:

{
  "type": "event",
  "name": "startCallRecording",
  "activityParams": {
    "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
  }
}

{
  "type": "event",
  "name": "stopCallRecording"
}

{
  "type": "event",
  "name": "pauseCallRecording"
}

{
  "type": "event",
  "name": "resumeCallRecording"
}

{
  "type": "event",
  "name": "startCallRecording",
  "channelData": {
    "activityParams": {
      "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
    }
  }
}

{
  "type": "event",
  "name": "stopCallRecording"
}

{
  "type": "event",
  "name": "pauseCallRecording"
}

{
  "type": "event",
  "name": "resumeCallRecording"
}

[{
  "activityParams": {
    "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
  }
}

[Activity
  "type": "event",
  "name": "startCallRecording",
  "channelData": ${json(`
  {
   "activityParams": {
     "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
     }
   }
 )}
}

[Activity
  "type": "event",
  "name": "stopCallRecording"
]

[Activity
  "type": "event",
  "name": "pauseCallRecording"
]

[Activity
  "type": "event",
  "name": "resumeCallRecording"
]

{
  "activities": [{
    "type": "event",
    "name": "startCallRecording",
    "activityParams": {
      "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
    }
  }
}

{
  "activities": [{
    "type": "event",
    "name": "stopCallRecording"
  }
}

{
  "activities": [{
    "type": "event",
    "name": "pauseCallRecording"
  }
}

{
  "activities": [{
    "type": "event",
    "name": "resumeCallRecording"
  }
}

{
  "activities": [{
    "type": "event",
    "name": "startCallRecording",
    "activityParams": {
      "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
    }
  }
}

{
  "activities": [{
    "type": "event",
    "name": "stopCallRecording"
  }
}

{
  "activities": [{
    "type": "event",
    "name": "pauseCallRecording"
  }
}

{
  "activities": [{
    "type": "event",
    "name": "resumeCallRecording"
  }
}

Event parameters

The following table lists optional parameters associated with the startCallRecording event:

See Changing call settings for details on how these parameters can be applied.

Recording session identifier

When the callRecordingId parameter is used, an <ac:call-recording-id> element is added to the <session> element of the SIPREC XML body that is sent to the SRS on the SIP INVITE. This element includes the value specified by the parameter.

The administrator can later retrieve the bot's recordings from the SRS, by using this identifier.

Note: The XML element name ("ac:call-recording-id") can be changed using the SBC's Message Manipulation feature.

Below is an example of an XML body with the <ac:call-recording-id> element:

<?xml version="1.0" encoding="UTF-8"?>
<recording xmlns="urn:ietf:params:xml:ns:recording"
    xmlns:ac="http://AudioCodes">
    <datamode>complete</datamode>
    <group id="00000000-0000-0072-57a7-310000000072">
        <associate-time>2018-01-01T02:22:29</associate-time>
    </group>
    <session id="0000-0000-0000-0000-b44497aaf9597f7f">
        <group-ref>00000000-0000-0072-57a7-310000000072</group-ref>
        <associate-time>2018-01-01T02:22:29</associate-time>
        <ac:call-recording-id>KUYdgtofIdi76YpkP09J4J-a:1</ac:call-recording-id>
    </session>
    <participant id="+123456789" session="0000-0000-0000-0000-b44497aaf9597f7f">
        ...
    </participant>
    ...
</recording>