Whole Call Recording | OCP® Learning Center

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.

Access and Availability

For OCP users with the functionality enabled, Whole Call Recordings (WCR) can be accessed via two primary methods:

Insights Monitor UI: Ideal for targeted quality assurance and individual reviews. Users can search for a specific interaction and use the built-in player to playback the audio or download a single conversation recording directly to their local machine.
Export Service: Designed for high-volume data retrieval. This service allows users to download multiple recordings at once in bulk, facilitating local archiving or ingestion into external analytics and storage systems.

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.

The default retention period for Omilia Cloud Platform (OCP) production environments is 60 days. This policy applies to core data types including Call Detail Records (CDRs) and audio files. However, specific production setups may have extended or shortened retention periods based on regional regulations or custom enterprise requirements

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.

For more information of how to enable Whole Call Recording contact your Customer Account Manager.

Billing
Accessing WCR is a billable service. Whether you are performing a single playback within the Monitor UI or exporting your entire call volume via the Export Service, the service is considered active and billable upon enablement.

Configuration overview

You configure Whole Call Recording per application group. Once configured, the Omilia IVR system outputs full call recordings for that group. The recordings become available in the Insights Monitor UI and through the Export Service.

Recording error handling

The Ignore Errors option controls how the system reacts when a recording operation fails. When you select it, the system suppresses the errors listed below instead of raising a critical error.

Recording error type	Ignore Errors selected	Ignore Errors cleared
Recording fails to start	The call flow continues normally.	The system raises a critical error. The call is transferred or terminated, according to the application configuration. FailExitReason: `CallRecordingError-Start`
Recording fails to stop (mute)	The system raises a critical error. The call is transferred or terminated, according to the application configuration. FailExitReason: `CallRecordingError-Mute`	Same as when selected. FailExitReason: `CallRecordingError-Mute`
Recording fails to resume (unmute)	The call flow continues normally.	The system raises a critical error. The call is transferred or terminated, according to the application configuration. FailExitReason: `CallRecordingError-Unmute`

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.