How to not record the voice calls while chat or email

[bghayad]

Hello;

vicibox 7.0.3, vicidial 2.12-15, Build 160508-0139, asterisk 11.22.0-vici, Single Machine

Because recording for calls are enabled, when receiving chat or email, it is also recording the call even there is no voice calls (it is only typing). How to disable this voice recording when the agent is dealing with chat or email?

Regards
Bilal

[williamconley]

What is the trigger for the recording? Should not be "ingroup" or "Campaign" ... perhaps you have the agent set to record at all times?

If the chat/email groups are using the ingroup table, you may want to have a look at the table directly. Perhaps you can change the "In-Group Recording Override" to NEVER

[bghayad]

Yes. It is resolved.
I disabled recording at campaign level and I enabled recording at InGroup level for voice (calls).
Now the chat is logged and I can see the chat logs from: Report --> Admin Utilities --> Agent-Manager Chat Log (but really I did not test the email if it is also logged).
Thanks for the help.
Regards
Bilal

[williamconley]

Good postback.

Have you upgraded recently? I see they have upgraded this feature ...

[bghayad]

Hello William;

My current versions are:
vicibox 7.0.3
VERSION: 2.12-558a
BUILD: 160602-1450

Anything newer?
Regards
Bilal

[williamconley]

cd /usr/src/astguiclient/trunk
svn up

You tell me.

[bghayad]

Hello;
I upgraded to vicibox 7.0.4, vicidial VERSION: 2.14-585a, BUILD: 170114-1356
Because I need to record the outbound call, I enabled the recording at campaign level. Now when I am receiving the chatting call, it is recording the voice of the agent as a call. I can not disable the recording at the campaign level and keep the recording to be at InGroup Level because I will not be able to record the outbound voice call. So what is the solution to be able to record the outbound call without recording the voice call when the chat call reach to the agent?

Regards
Bilal

[mflorell]

That is not currently an option, but sounds like something good to add. I would suggest submitting a feature request to the Issue Tracker.

[bghayad]

I added new feature request at issue tracker and it can be shown in the below link:
http://www.vicidial.org/VICIDIALmantis/view.php?id=992

Regards
Bilal