Add Profile

Legend

Option / Function

Description

1

Name

1. In the Name field, enter a unique name for the new Profile that does not already exist.

NOTICE! When saving the Profile, an error message is issued if the name is already used for another Profile.

2

Select Rules

NOTICE! The order of the rules is decisive for the final result. The most important rule should be at the top.

Select a Profile Rule:

1. Click on the drop-down to see all available Profile Rules.
2. Select one Profile Rule.
3. Click on the button Add Rule.

Create a new Profile Rule:

1. Click on the button Create new rule.
   A pop-up window opens. For more information about the rule creation, see Add Profile Rule.

NOTICE! Another option for creating, changing or deleting a Profile Rule can be found on the Profile Rules tab, see Profile Rules.

Reorder or delete a Profile Rule.

The field displays on top the name of the Profile Rule, below a description and which Conversation Types are concerned. The icons show following information:

• Audio will be recorded
• Video will be recorded
• Screenshare will be recorded
• Move rule up
• Move rule down
• Edit rule
• Delete rule

3

Timezone

NOTICE! This selection only needs to be made if scheduling is used within the filters. No time zone selection is necessary for a profile without a schedule.

Select the time zone in which the profile is to be used.

1. Click on the drop-down to see all time zones.
2. Select one time zone.

4

Checkboxes

Activate the desired checkboxes.

Disable recording once for outgoing conversations
Provides the option to deactivate recording for specific calls or subscribers as required, allowing flexible control. The toggle switch appears in the Live View Panel.

Record User Stream Only
Restricts recording exclusively to the stream of the internal user to whom this rule/profile applies and ignores all external participants or sources.

Multi-Line support with MSFT Delegation
Multi-line support allows users to make and receive calls via multiple numbers in Microsoft Teams. Every number has a proprietary recordings in Recording Insights. This function combines the proxy rule of Microsoft Teams with Recording Insights.
- Requirement: Microsoft Teams Calling plan license
- Only applies to audio and video conversations (not for chat messages)

On-demand Decision Tracking
This feature allows continued recording of calls that have been transferred, even if the target agent uses On-demand recording. After the transfer, the ownership of the recording changes. NOTICE! This function only works, when the transferred user also has a recording policy/rule!

• Each agent can access only the segment they recorded
• Agents with permanent recording rules are always recorded.
• Only On-demand records: If the first agent stopped recording before the transfer, the second agent can still start recording if required.

DTMF Settings
First section:
The RoD-control (record on demand) allows users to dynamically start and stop recording using DTMF codes.
NOTICE! Dynamic display when activating: Recording on demand, Interrupt recording.
- RoD Start Code: Recording can be started by entering the DTMF code 999.
- RoD Stop Code: Recording can be stopped by entering the DTMF code #999#.
Second section:
Announcement suppression via DTMF Code allows to mute or deactivate the recording announcement for participants by entering a DTMF code. The recording announcement can be blocked for up to 180 days using a DTMF code (default value). At the end of this period, the announcement is automatically reactivated for PSTN participants, but can be muted again for the same period by re-entering the DTMF code.
- Suppression Code: Recording can be suppressed by entering the DTMF code 999.
- Suppression Days: Recording can be suppressed up to 90 days.

Chat Recording
For detailed description, see Chat.

5

Announcement

Choose an Announcement. The announcement is displayed in a call window to inform the participants about a recording. The information is displayed in a banner and announced acoustically by a bot.

NOTICE! For detailed information, see 5 | Announcement.

6

Description

Entering a description is optional.

1. In the field Description, enter additional details and information about the field of application.