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<p class=MsoNormal><font size=2 face=Arial><span lang=NO-BOK style='font-size:
10.0pt;font-family:Arial'>Hello all!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=NO-BOK style='font-size:
10.0pt;font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>We’ve been thinking of using the monitor or the
mixmonitor application for a while. However, we have met some basic problems in
getting this to work as planned:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>First of all, most of our calls come in through a call
queue. There’s a monitoring option in the queue, and it works just
perfectly when the call is handled by only one agent. What we especially like,
is that the call does not record the customer if he has been put on hold in the
middle of the conversation. This is good for maintaining customer privacy.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>But then, if a call is being transferred to another
extension, e.g. another customer representative, the recording stops. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>An alternative solution would be to use the
monitor/mixmonitor application in the dialplan, perhaps with a –b option.
Now, the mixmonitor has the nice –a flag as well, which continues writing
to an existing file. This is perfect if the call is being transferred to
another customer representative, so the final recording will not span over two
files, but be joined together in one. However, this solution has its downside
as well, the fact that it keeps recording while a customer is placed on hold,
exposing potential private information in the event of a playback.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>So is there something I’m missing here, can what I’m
looking for be easily achieved?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I am also thinking of an alternative solution, something
like this (where 111 is the extension of the queue)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Exten => 111,1,Set(__RECORD = 1) <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Exten => 111,n,Set(FILENAME=${UNIQUEID})<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Exten => 111,n,queue(queuename)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Then, of course, monitoring option should be enabled for
that queue. The recording would start when answered, and paused when the caller
is put on hold.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Then, if transferred, there should be a routine checking if the
${RECORD} variable has the value of 1, and if yes, start a new recording
session. If using regular monitoring, the input and output file would need to
be downmixed, and lastly, the downmixed files from the first and the second
recording should be joined. However, the joined part is where I fail to
complete the task. Can this perhaps be done saving files in RAW format and then
using a CAT command? Would anyone then care to give an example of how this
could be done?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>If using MixMonitor instead of monitor, there would be no
need for downmixing and it would be able to continue writing to the same file
as it already had created earlier. However, is there a possibility to use
Mixmonitor as the monitoring application in the queue? If so, how?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><br>
Thanks for all input on the matter!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Regards,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Bjorn<o:p></o:p></span></font></p>
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