Auto Pause Call Recording When Client Opens Specified Web Page

[AwardcommunicationsUK]

Hi

Does anyone know if it is possible to have Call recording pause/stop when a user opens a web page.

Currently have an Avaya Contact Centre system which will pause call recording when the user opens a web page to take payments using card details over the phone. The user has to be running Avaya Desktop Agent which checks for an open URL for it to pause. Would ideally not use the manual stop/start call recording if we can help it to stop a user from being able to stop a call recording if they are mis using the phone system.

Thanks in advance.

 

[VasilisV_3CX]

Hi @AwardcommunicationsUK,

While we do not have this feature built in, we do offer the option to allow agents to manually start / stop recordings:



This is an Enterprise licence feature.

 

[VoIPTools]

This is possible, but it would require a custom Windows application.

We offer a REST API that enables you to programmatically stop / start recording on an extension. A custom application would need to be installed and running on each PC. The application would have to detect when an agent has opened the specific web page. [Note, ideally the web page title would be unique to the payment screen].
The low-level Windows API can identify all open windows based on the window title (that's why we need a unique name for the web page). It should be possible to detect when a new window is opened and interrogate the page header to determine what page was opened. Then call the API to stop recording. And the reverse should also be possible.