Recording Rules

As an administrator, you can define flexible recording rules and manage the quality of call recordings to meet storage and business needs.

MiaRec supports configuring the following recording rules:

• Auto rules
• Default rule
• Custom rules

Auto rules

The auto rules are those that configured for each individual user on User Profile page. For example, it is possible to enable recording for all outbound calls by setting the appropriate option on each user profile.

After you configure the recording rule on a user profile page, it will be listed under the Auto rules tab.

Default rule

A default recording rule is applied to unknown calls, which are not assigned to any of the existing users. To configure the default recording rule, navigate to Administration > System > Recording rules and click Edit Configuration on the Settings tab.

On the Default Recording Rule page, check the following settings:

• Default Recording Rule - select how you want to process the recording.
  • Record - Always record the calls.
  • On-demand - The user may switch on/off recording during a call.
  • On-demand (default:keep) - The user may switch on/off recording during a call. By default, the recording is enabled.
  • Do not record - Do not record the calls.
• Ignored calls processing - select the check box to save metadata for ignored calls. Note, audio will not be saved for the ignored calls.
• On-demand recording - select the check box to record audio from the beginning of a call. Otherwise, audio will be recorded from the moment when the on-demand recording is triggered.
• Pause recording timeout - specify the timeout in seconds after which the recording will be automatically resumed. Set to 0 to disable a timeout.
• Extension is - use this option to configure the extension mapping.

Custom rules

Additionally, it is possible to create a custom rule, which will help you to meet specific business needs. For example, you can configure the rule for ignoring internal calls as shown below.

This rule has a condition, that must be matched. In this particular example, we assume that agents' extensions are 4-digits long (a single underscore character in LIKE '_____' matches exactly one character).

For details on the condition syntax, see Syntax of recording filter condition

Info

The Position setting defines whether this custom rule takes priority over the auto rule.

Info

If you select the Record action, then in the Use a license of the user setting, it is recommended to select the user whose license will be used. Otherwise, MiaRec will use any free licenses allocated within a license pool.

Make sure to save your changes.