📌 Capability Overview

Call recording is an essential tool for compliance and traceability of interactions handled by AI Voice Conversational Agents or traditional IVRs.

This capability is designed to:

• Evaluate navigation and customer experience.
• Maintain an auditable record of specific transactions.
• Comply with best practices and quality regulations within your operation.

🔄 What Changed? Audio File Naming Convention Update

To provide greater traceability and context regarding the exact path a customer follows within your service flow, we have made an adjustment to the behavior and naming convention of recordings for calls entering through an IVR.

Previously, the audio file was saved using a basic structure: ivr.{call_id}. With this update, when a call exits a routing point that records audio, the audio file name will identify the specific routing point and the number of times the call passed through it.

The new file naming convention is as follows:

ivr.{routing}.{visit}.{call_id}

👁️ How Does the Visit Counter Work?

The count, or "visit", is stored in the call's temporary memory.

The count is independent and specific to each routing point (each routing point maintains its own counter).

The counter starts at 1 and has a maximum of 99 visits.

📖 Practical Navigation Example

Imagine a customer calls your service line and navigates between two different departments (routing 61022 and routing 61011). This is how the recordings for that same call (with ID 12345) would be registered:

• The customer enters the first menu:
  • First visit to routing 61022 ➔ ivr.61022.1.12345
• The customer is transferred to another department:
  • First visit to routing 61011 ➔ ivr.61011.1.12345
• The customer returns to the initial menu:
  • Second visit to routing 61022 ➔ ivr.61022.2.12345
• The customer returns to the secondary department:
  • Second visit to routing 61011 ➔ ivr.61011.2.12345

As you can see, routing 61011 maintains its visit count separately from routing 61022.

⚠️ Important Consideration: Safety Limit (Loop Prevention)

To protect the stability of your operation and prevent infinite loops during customer navigation (situations where a call gets stuck repeatedly returning to the same menu), the system has a safety limit:

• Maximum limit: 99 visits to the same routing point.
• Automatic action: If the call reaches its 100th visit to the same routing point, the system will automatically hang up the call.

We recommend designing your IVR and AI Agent flows with clearly defined exit paths (such as transfers to human agents or exit surveys) to prevent customers from reaching this iteration limit.