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Whole Call Recording is exclusively available for SIP integrations at this time. We are actively working to extend this support to CCaaS integrations in upcoming releases.
Overview
Whole Call Recording (WCR) captures the audio of the entire conversation between the user and the system.
Data structure
The recording file uses the WAV format. The system names the file according to the specific conversation identifiers using the following template:
{groupId}~{accountId}~{dialogTimestamp}~{dialogId}.wav
For a call with duration of 1 minute, the expected audio file size is approximately 1 MB.
Sensitive data handling
To ensure security and compliance, the system omits sensitive data from the recording. When the application processes encrypted sensitive steps, the recording pauses or mutes. It resumes immediately after the sensitive step concludes.
Availability and enablement
This feature is not enabled by default. To enable Whole Call Recording:
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Contact Omilia Technical Support: You must request this feature by contacting the Technical Support via the Omilia Service Desk.
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Billing: The export of whole call recordings is a billable service.
For instructions on how to configure the feature in the OCP Console once enabled, see the Full Call Recording section in the Integrations (admin area) guide.