Symptom or Need

You have found that 100% of your call recordings are not generated in stereo format.

When reviewing recordings of your operation, you identify that in certain interactions (particularly in internal calls or transfers) the audio is recorded in mono format instead of stereo.

Context/ Scenarios

• Wolkvox Manager.
• Wolkvox Studio.
• Call recording service.

Possible Causes

Stereo format may be lost during the call path according to the following scenarios:

1. Generation of new segments: Each time an agent performs a transfer, a new " segment " is created in the communication. At this point, the system re-evaluates whether to record in stereo, so an initial stereo segment does not guarantee that subsequent segments will maintain the same format.
2. IVR and Survey Interaction: If a call enters an IVR menu or a survey, the stereo recording will automatically pause. The system will attempt to resume recording once the call exits the IVR, provided the conditions are met in the new call segment.
3. Exceptions in transfers (Agent to Agent) : Stereo may be disabled if the queue to which the call is transferred does not have the active setting, if the sampling system does not select that particular call, or if the global setting in the manager is inactive.

Answer / Solution

To ensure proper channel separation (your customer and your agent), you must verify the configuration using one of the following options:

Option 1: Activation for your entire operation

1. Log in to * Wolkvox Manager.
2. Go to the main menu and select Settings , then click on the General tab.
3. Look for the “ Activate stereo recording ” option and verify that it is active.
4. Click on Save Changes .

Option 2: Activation by specific flows (Via Routing Point)

1. Log in to Wolkvox Studio and open the routing point in the “ Voice (IVR) ” option.
2. Verify that the component called “ Activate stereo recording in agent for this call ” is added to the flow.

3. Important: Ensure this component is placed strictly before the component that transfers the call to the advisor (such as "Transfer skill"). If placed after, it will not be recorded in stereo.
4. If you handle internal transfers , make sure they are managed through a routing point that re-establishes stereo.

Considerations

Service note : Please note that this activation is not retroactive. Stereo recordings will only be saved from the exact moment you activate the function.
If the problem persists: Check in Data Monitor whether the affected calls went through a survey or were internal transfers.

Escalation

If, after reviewing the previous validations, you still cannot obtain stereo recordings and the related scenarios are not present in the possible causes, please contact the service desk and share the following information to expedite the review:
* Name of your operation and server where it is hosted.
* Call details (DID/Telephone number, Routing Point or Campaign involved).
* Percentage of calls affected.