Record based on dialed number pattern
Agents must manually select between recorded and non-recorded outbound queues. When making an internal (non-recorded) call, the agent must remember to switch to the appropriate queue, then manually switch back afterward for recorded (member-facing) calls. This manual process introduces compliance risks and increases agent workload and chances of user error.
Expected Behavior:
The customer would like this process to be automated based on the dialed number pattern. Specifically:
If the agent dials a 4-digit internal extension (BTN*EXT): Do not record the call (assumed to be internal communication).
If the agent dials a 10-digit external number: Record the call (assumed to be a member-facing interaction).
Business Impact:
Manual queue switching is prone to human error, which could result in unrecorded calls that should be recorded. This exposes the organization to compliance and quality assurance risks. Automating this logic would reduce the burden on agents and increase recording reliability.
Ben
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