Record

This topic provides an overview of the Record component, and describes its requirement, configuration, as well as supported connections.

Component requirement

Record component requires a storage location to save recording files.

You can store recording files on local storage, an external device, or a network drive. For centralized management or backup, you can also archive the files to external servers such as S3-compatible object storage, Google Cloud Storage, Microsoft SharePoint, FTP server, or SFTP server.

For more information, see the following topics:

Component introduction

Record component allows you to start recording a call upon the caller being connected to another participant, and optionally configure prompts to inform call participants at the start and during the recording.

Note: Once call recording is enabled, you can NOT use another Record component to pause or stop the recording. However, authorized extension users can change the recording status according to their permissions (Path: Extension and Trunk > Extension > Features > Call Recording).

Alternatively, you can use the component to disable call recording for calls that are supposed to be recorded.

Supported prompt types
Prompt Type Description
Custom Prompt Choose from existing custom prompts, or create a new one by recording with an extension or uploading an audio file.
Text to Speech (TTS)

Enter the desired text, which will be converted to speech in the selected language and voice style.

Note: Before you begin, make sure the Text-to-Speech feature is enabled in Integrations > AI.

Component configuration

  1. After adding Record component to a call flow, click Record component to proceed with the configuration.

  2. In the Recording drop-down list, select an option to enable or disable call recording.

  3. If call recording is enabled, you can configure prompts to inform call participants of the recording.
    Note:
    • For Conference Call and Multi-party Call, call participants will not hear the prompt.
    • If no custom prompt is configured, the system will use the global prompt for recording (Path: Call Features > Recording), if available.

    Play prompt at the start of call recording
    You can play audio prompt(s) or a text-to-speech message to inform call participants when call recording starts.
    Item Description
    Custom Prompt

    1. Select the checkbox of Custom Recording Prompt.
    2. Click Custom Prompt.
    3. Specify custom prompt(s).
      Note: Up to 5 custom prompts are supported.
      • To choose from an existing prompt, select it from the drop-down list of Prompt.
      • To use a new prompt, click Record New to record prompt with an extension, or click Upload to upload an audio file.
        Note: The new prompt will be saved in PBX Settings > Voice Prompt > Custom Prompt.
    Text to Speech (TTS)

    1. Select the checkbox of Custom Recording Prompt.
    2. Select Text to Speech.
    3. Complete the rest of the configurations to convert text into speech.
      Note: Both static text and dynamic text are supported to convert into speech.
      • Static text: Enter text directly in the Text field.
      • Dynamic text: Enter text and configure placeholders with corresponding variables to dynamically compose the text. Optionally, you can configure prompt generation timeout. If speech is not generated within the timeout period, caller will be routed to the next component without hearing a prompt.

        Example:

      The new speech will be saved to the system and synchronized to PBX Settings > Voice Prompt > Custom Prompt.
    Play prompt during call recording
    You can play beep tones during call recording to inform call participants that the call is being recorded.
    1. Select the checkbox of Play Beep Tone Periodically During Call Recording.
    2. In the Interval Duration(s) field, enter the interval in seconds.
  4. At the bottom-right corner, click Confirm.

    The recording status will appear on the component.

Component variable

When a Record component with TTS configured is added to a call flow, the system stores TTS result in variable. The variable can be referenced in expression-supported components, such as Condition or Developer, to retrieve the output value and flexibly route the call.

Note: Since Record component can be added multiple times in a call flow, an index is appended to each component (e.g. Record 1, Record 2) based on the order in which the components are added. To retrieve data from the right component, the component variable must contain the corresponding index.
Variable Type Description Example Value
$Record{index}.ttsResult String The Text-to-Speech (TTS) result of the Record component.
  • RecordTTSResult.Success: The text is successfully converted into speech, and the system plays it to caller.
  • RecordTTSResult.Timeout: The text is NOT converted into speech within the timeout period, and the system routes caller directly to the next component without playing a prompt when the timeout is reached.
 $Record1.ttsResult(STRING)=RecordTTSResult.Timeout

Component connections

Record component can be connected to one component, which can be any of the components listed below.

Component Description
Prompt

Prompt component allows you to play audio prompt(s) or a text-to-speech message to callers.

For more information, see Prompt.
Business Hours

Business Hours component allows you to route calls to different destinations based on the time of day.

For more information, see Business Hours.
Menu Menu component allows you to present callers with a set of menu options, and route calls based on the DTMF digit they press.

For more information, see Menu.
User Input

User Input component allows you to collect DTMF digits from callers, typically used with Condition component to evaluate user input and route calls.

For more information, see User Input.
Language

Language component allows you to change the system prompt language for subsequent components in a call flow.

For more information, see Language.
Record Record component allows you to start recording a call upon the caller being connected to another participant, and optionally configure prompts to inform call participants at the start and during the recording. Alternatively, you can use the component to disable call recording for calls that are supposed to be recorded.

For more information, see Record.
Dial by Number

Dial by Number component allows callers to directly dial a number to reach the destination.

For more information, see Dial by Number.
Dial by Name

Dial by Name component is one of the end components to terminate caller's connection to the current call flow. It allows callers to reach extension user by entering the first three letters of the user's name.

For more information, see Dial by Name.
Transfer

Transfer component is one of the end components to terminate caller's connection to the current call flow. It allows you to transfer callers to a designated destination, and optionally configure prompts to inform them of the transfer.

For more information, see Transfer.
Hang Up Call

Hang Up Call component is one of the end components to terminate caller's connection to the current call flow. When callers are routed to the component, the call will be disconnected.

For more information, see Hang Up Call.
Condition Condition component allows routing calls based on logical expressions.

For more information, see Condition.
Loop Loop component allows a group of components to be executed repeatedly, either for a specified number of times or until a condition is met.

For more information, see Loop.
Developer Developer component allows you to query and update data from PBX-native database or third-party database.
For more information, see the following topics: