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Call Recording Controls

Overview​

Amazon Connect supports call recording out of the box. This is handled by enabling at the Amazon Connect instance, then utilising the 'Set recording and analytics behavior' in a contact flow, as described here - https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html.

NEONNOW allows agents to either pause and resume call recordings, or stop them entirely. This may be for instance during a credit card capture or if a customer has explicitly requested the call not be recorded.

Call Recording Controls can be enabled at the instance level, and set to either:

  • Off - no call recording controls will be allowed - i.e. the Agent cannot pause/stop call recording
  • Pause Only - Recordings can be paused and resumed during an active call. They cannot be ended. Stop Only - Recordings can be stopped, permanently ending them. Stopped recordings can’t be resumed.
  • All Controls - Agents can pause, resume and stop a recording at any point during an active call.

Enabling Call Recording Controls​

To enable call recording Controls, visit the Contact Centre > Settings > Agents page in the NEONNOW Admin portal.

Scroll down to the 'Call Recording Controls' Section, and configure as desired.

Call Recording Controls

Overriding Call Recording Controls​

Call Recording Controls defined in the NEONNOW Admin portal define the default for the instance. To allow flexibility, this can be overridden via setting a specific Amazon Connect Contact Attribute of NEONNOW_CALL_RECORDING within the Contact Flow, with the the following values:

  • OFF - call recording controls disabled
  • PAUSE_STOP - Agents can pause, resume and stop a recording at any point during an active call.
  • PAUSE - Recordings can be paused and resumed during an active call. They cannot be ended.
  • STOP - Recordings can only be stopped, permanently ending them. Stopped recordings can’t be resumed.