The IVR Recording feature allows you to record the caller’s voice interaction with IVR and review audio recordings broken down by IVR blocks.
To enable the IVR Recording, follow these steps:
1. First enable the Call Recording feature for the Call Logic platform. Go to the System Management > System Subscriptions section, select the “Call Logic” block, and click the “View/Edit” button.
In the pop-up window, click the “Activate” button.
Read more about the System Subscriptions in the Knowledge Base.
2. Enable the Two-Factor Authentication. Read how to set up the Two-Factor Authentication in the Knowledge Base.
3. To enable the IVR Recording feature for IVR, go to the Publisher Management > Setup > Call Routing / IVR section, select IVR with the “Voice Recognition+Keypad” recognition type, and click the “Constructor” button. On the left-side menu of the constructor, click the “Additional Settings” button, and in the pop-up window, select the “Record IVR Call” checkbox.
Check the status of the IVR Recording (Disabled, Active, Not Active) in the Routing / IVR > IVR tab.
Read more about the Call Routing / IVR in the Knowledge Base.
To listen to the recordings, go to the All Reports > Publisher Reports > Call Details section, and select the “Call Details” tab. Click the “Play” button in the “Duration (IVR)” column.
Note: This function is only available for users with enabled Two-Factor Authentication.
In the pop-up window, click the “Play” button to listen to the full IVR recording.
You can also listen to the recordings broken down by each IVR block on the “Lead Info” page in the “IVR log” tab: