Recording Announcement for Cisco

MiaRec has implemented a unique solution for automatic recording announcement for any call scenario on Cisco platform. Such scenarios include both inbound and outbound calls.

The uniqueness of such solution is that it supports outbound call scenarios, which are normally not routed trough IVR system. With MiaRec solution, the customers will hear pre-recorded announcement at the beginning of conversation. Configuration is very flexible and allows to exclude some call scenarios from automatic announcement playback. For example, when agent makes outgoing call to another agent, then announcement could be avoided.

The announcement message is recorded into audio file together with a conversation, which serves as a proof that both parties have been notified about recording.

When recording announcement is played back

MiaRec plays recording announcement as a result of one of two events:

• When call is connected
• When recording is started

In the first case, a recording announcement will always be played back even if the call is not recorded. In the second case, a recording announcement will be played back only if such call is actually recorded. If recording is disabled for agent, then no announcement will be played back.

What scenarios are supported

MiaRec may play recording announcement for all possible call scenarios that involve Cisco IP Phone.

Additionally, MiaRec supports flexible filters, that allow exclusion of some call scenarios from recording announcement. For example, internal calls between agents usually do not require announcement.