# Record-a-Call

## Description

Record-a-Call (RAC) allows extension users to record a two-party call when one party is connected to a trunk. The recorded conversation is stored in the users' voice mail mailbox. You have the option of using the ports that store voice mail messages for RAC, or you can set up ports exclusively for recorded messages.

You can configure this feature to automatically

- record incoming trunk calls when the call is answered at the extension, or

- record external outgoing calls that are made from a system extension to destinations on the Public Switched Telephone Network (PSTN), or

- record both incoming trunk calls and external outgoing calls for the same extension.

Hanging up or pressing CANCEL on applicable sets ends (and saves) the recording. Users can also pause and resume, stop and erase, or stop and save a recording in progress.

If the trunk party terminates the call first, the RAC session continues allowing the user to add comments to the recording.

## Conditions and Feature Interactions

- Beginning with MiVoice Business 8.0, the RAC feature access key (FAK) on 53xx and 69xx devices pauses and resumes the recording. When paused, the LED associated with the FAK flashes and the Pause softkey changes to Resume. Pressing the FAK again resumes the recording.

- RAC should only be used in conjunction with the laws of the jurisdiction where the call is placed from and/or the laws of the jurisdiction of the place being called. Mitel is not liable for misuse of this feature in a manner that does not conform with the applicable law. for example: laws involving wiretapping, eavesdropping, electronic surveillance, call recording etc. Dealers should warn the customer in writing that they are responsible for the use of this feature in accordance with the law, and that in many jurisdictions both parties must be made aware that the call is being recorded.

- RAC is not supported on IP Console applications( MiVoice Business Console). See Device Support below for more information.

- RAC is supported in Auto-record mode only with no ability to control the recording for SIP phones, OpenPhone 27 phones, and External Hot Desk users. (See Programming Note.)

- RAC functionality has the following constraints:

- RAC can only be on two party calls when one party in the call is a trunk.

  NOTE: The RAC feature will not work for a call if the phone has another call on hold.

- The OpenPhone 27 handset can only use the Auto-record mode.

- On sets without softkeys, you can use Auto-record mode, or you can press a pre-programmed Feature Key to start recording. In both cases (Auto Record or pre-programmed Feature Access Key) you must set COS Option "Save Recording on Hang-up" to YES.

- RAC Feature Access Keys are only functional when the device is connected to a trunk.

- RAC prompts are only displayed on supported devices when the device is connected to a trunk and in two-party talk state. Once started, recording continues over all call states. During non-talking states (i.e., dialing, listening to ringback), the system automatically pauses the recording and resumes it when the user re-enters talk state. User-invoked Pause overrides the system automatic pause. For example: a user initiates a recording while talking to a trunk party. The user then flashes to make an inquiry call. The system responds by pausing the recording. When the inquiry call enters talk state, the recording automatically resumes.

- Recording of conversations over IP trunks and SIP trunks is supported.

- Phones are RAC-enabled using COS option programming.

- Override (Intrude), Group Page, ACD Help, and Direct Page are rejected by devices in a RAC session.

- ACD Help and RAC are mutually exclusive: if an agent is using ACD Help, they cannot start a recording and vice versa.

- The RAC feature preempts the ACD Help session if the recording is started first. If the ACD Help session is started first, then the RAC feature is preempted.

- Silent monitoring (and coaching) a party while they are using Record-A-Call is supported.

- The "COV/ONS/E&M Voice Mail Port" feature must not be enabled in the Class of Service of the incoming trunk. If the "COV/ONS/E&M Voice Mail Port" feature is enabled for the trunk of the incoming call, the Record Call feature key will not function.

- RAC is not available in Meet Me Conference.

- The maximum number of concurrent RAC sessions MiVoice Business supports is platform-type dependent. See the MiVoice Business Engineering Guidelines for more information

- Each RAC session uses one voice mail port and one conference plus three conferee resources.

- There is no time limit on a RAC session. The only limitation may come from the vxWorks operating system's hard disk space, which allows a maximum file size of 4GB. Otherwise, the recording can continue until the system runs out of memory.

- Tones are not given to any party to indicate that the call is being recorded.

- A voice mailbox must be programmed against the extension's prime directory number.

- For networked voice mail, the Recorder hunt group must be programmed on the same switch as the set requiring RAC support. The feature will not work if the Recorder hunt group is programmed on another switch and referenced via a remote directory number.

- For resilient NuPoint/MiCollab Nupoint UM voice mail, the feature will work at each of the resilient controllers but only for when the device and the recorder ports are active on the same controller.

- Unlike regular voice mail sessions, RAC sessions do not time out after five minutes. However, 60 seconds of silence in the conversation will cause automatic termination of the RAC session.

- RAC recordings DO NOT activate the Message Waiting Indicator. When the user accesses the mailbox, the Voice Mail prompts, "You have 'N' new message, 'N' saved messages and 'N' recorded conversations." The recorded conversations is stored in order of arrival and interspersed with any new/saved messages.

- If the system goes out of service while a message is being recorded (that is, before the user saves the message), the message will not be available after the system is rebooted.

- The message "recorder not available" appears under the following conditions but only on 5140 and 5540 IP phones:

- a RAC session has already been initiated by one of the participants

- a caller attempts a session during a conference call

- no voice mail ports are available

- During the recording, if the person you called places you on hold or park, the recording still continues.

- If you or the person you are talking to press the Trans/Conf button (or its equivalent), the system automatically pauses the recording. The recording automatically resumes when your call re-enters talk state.

- The Add Held overrides the RAC prompts.

- Camp-on is supported, but without indications and softkey prompts (Call Waiting display, Trade softkey, Camp-on tone) for parties that are involved in a RAC session. Camped on calls mature when the call completes (or when another member of a busy multicall/key group including a prime currently in RAC session goes idle).

- A user called using Direct Page can initiate a RAC session; however, RAC softkeys are removed for the duration of the page. To terminate the RAC session, the user must either wait for the page to end or press Hold followed by the RAC feature key while the page is in progress.

- During a RAC session, if a user presses Trans/Conf (or its equivalent) and makes an inquiry call, the recording is automatically paused while the inquiry call is placed and automatically resumed when the inquiry call enters talk state. However, the RAC prompts are not presented. When the user reverts to a simple two-party call, the RAC prompts are re-displayed.

- Outgoing RAC is not supported on a phone that is locked. Thus, a RAC session is not automatically started if a caller makes an emergency call to a PSTN destination from a locked phone.

- The timestamp in the message envelope is based on the mailbox DN's local time.

### Automatic Call Recording Conditions

The following conditions apply to automatic call recording:

- If automatic call recording is enabled, you must set the "Save Recording on Hang-up" COS option to YES, or you must manually press the Save key before you hang up.

- Any trunk that is designated as a "Public Trunk" in the Class of Service Options form supports automatic outgoing RAC.

- Automatic recording of outgoing calls is supported for calls that are placed from an extension on a MiVoice Business system across MiVoice Business transit nodes to a destination on the PSTN.

- Automatic recording of outgoing external calls is supported for transfers if the internal party transferred to the PSTN destination is considered by the system to be the originator of the call. Similarly, automatic recording of incoming trunk calls is supported for transfers if the internal party transferred to the incoming trunk is considered by the system to be the terminator of the call. To ensure automatic recording of transferred calls involving a PSTN destination, enable automatic recording of both incoming trunk and outgoing external calls in the internal party's COS.

- Automatic recording of outgoing calls is supported for calls that are forwarded, diverted, or rerouted to destinations on the PSTN.

- Automatic recording of outgoing calls is not supported for recalls. Recalls from PSTN destinations are considered incoming calls. Recalls can be automatically recorded if Record-a-Call - Start Automatic Incoming Call Recording is enabled in the COS of the internal phone.

- An extension in automatic record mode that is placed on hold will have their recording paused by the system and presented with Music on Hold if configured.

- Outgoing calls placed to External Hot Desk users are not automatically recorded. The system does not consider External Hot Desk users as PSTN destinations. However, outgoing calls placed by an External Hot Desk user to a PSTN destination can be auto recorded.

- A RAC session will not be automatically started if you call an external PSTN destination while you have a call on hold.

- A RAC session will not be started automatically when you retrieve a call from hard hold. You must restart call recording manually. This creates a new recording in the party's mailbox.

## Programming

1. Class of Service Options form

- Record-a-Call Active: YES or NO
  YES allows extensions with the COS to record calls.

- Record-a-Call - Start Automatic Incoming Call Recording : YES or NO
  Select YES to record incoming trunk calls automatically when the call is answered at the set; outgoing calls are not recorded automatically.

- Record-a-Call - Start Automatic Outgoing External Call Recording: YES or NO
  Select YES to automatically record external outgoing calls that are made to destinations on the Public Switched Telephone Network (PSTN). Recording begins when the call is answered at the PSTN destination.

- Record-a-Call - Save recording on Hang-up: YES or NO
  YES saves the recording when the recording party hangs up or upon call tear down; no explicit Save required. Use this setting for the 5010 IP Phone, 5207 IP Phone, 5215 IP Phone and 5215 IP Phone (Dual Mode), which do not have softkeys that allow users to start and stop recording.
  Note: To avoid filling up the mailbox, use this option with discretion.

- ACD Silent Monitor Accept Monitoring Non-Prime Lines: YES or NO
  Select YES to allow recording on non-prime line keys. Selecting NO restricts recording to the prime line.

- Ensure that the incoming trunks do not have the "COV/ONS/E&M Voice Mail Port" feature enabled in their Class of Service. If the "COV/ONS/E&M Voice Mail Port" feature is enabled for the trunk of the incoming call, the Record Call feature key will not function.

NOTE: For the 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5312 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), Navigator, and the OpenPhone 27 handset you can also set all three of the above Record-a-Call COS settings to YES and skip programming a feature key.

2. Station Attributes form

- Assign the COS to extensions requiring use of RAC feature.

If you assign the Record-a-Call COS option to an extension that does not have a mailbox programmed against its prime directory number, the RAC prompts are displayed, but the feature is not active.

3. Program a RAC feature key on the extensions.

- If you are programming a 5240, 5140 or 4150 set, you do not need to program a feature key.

4. Hunt Groups form

- Set up a hunt group of type Recorder for the voice mail ports dedicated to RAC use.

- Add the directory number for each RAC voice mail port to this Hunt Group.

NOTE: When assigning voice mail ports to a RAC hunt group, do not remove these ports from the Voice Mail hunt group. See Voice Mail Message Waiting Indicator Programming Guidelines for more information.

## Device Support

- Supported on all devices.

## Operation

#### 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5304 IP Phone, 5312 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), OpenPhone 27, and SpectraLink Wireless Phones

NOTES

- You must enable the "Record-a-Call Save Recording on Hangup" option in the COS of these sets.

- You cannot stop and restart (pause) a recording on these sets.

While on a 2-party call:

1. Press the Record Call key to start recording.

2. Put the call on hold to save the recording; take the call off hold to start a new recording.

3. Hang up or press CANCEL to end the call and save the recording.

To listen to a recording:

1. Lift the handset.

2. Access your voice mailbox.

3. Follow the prompts to retrieve the recording.

#### 5020 IP Phone, 5220 IP Phone and 5220 IP Phone (Dual Mode), and Navigator

To manually record

- While you are in a two-party conversation, press the Record Call feature key or softkey. The LED lights solid when recording.

To pause recording:

- Press the Pause softkey.

To resume recording after pausing:

- Press the Resume softkey.

To stop and save a recording

- Press the Record Call feature key or softkey. The LED goes off when not recording.

To stop and erase a recording

- Press Cancel or (this ends the recording, not the call).

To listen to a recording

- Lift the handset, dial the voice mail number to access your voice mail box, and follow the prompts to retrieve the recording.

#### 5224 IP Phone, 5320/5320e IP Phone, 5324 IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone, 5360 IP Phone, 5560 IPT, and 69xx IP Phones

To start recording while on a two-party call:

- While you are in a two-party conversation, press the Record Call feature key.

To pause recording:

- Press the Pause softkey or Record Call feature key (53xx and 69xx devices only).

To resume recording after pausing:

- Press the Resume softkey or Record Call feature key (53xx and 69xx devices only).

To stop a recording without saving it:

- Press the Stop&Erase softkey.

To stop and save a recording:

- Press the Stop&Save softkey.

Putting the call on hold saves the recording; taking the call off hold starts a new recording. Depending on system programming and the device, hanging up, or pressing any of the following keys may also save the recording"

- Transfer softkey

- Trans/Conf

- DSS

To listen to a recording:

1. Lift the handset.

2. Access your voice mailbox.

3. Follow the prompts to retrieve the recording.

#### 5140 IP Phone and 5240 IP Phone

To manually record

- While you are in a two party conversation, press the Record Call feature key. (A 5140 IP Phone or 5240 IP Phone user can press the Record-a-Call command key or softkey.)

- The quick icon on the 5140 IP Phone and 5240 IP Phone will be on solid while you are recording.

- If the recording device is not available, press the Cancel feature key/softkey (or CANCEL) to return to the two party talk state.

- Pressing the Pause and Resume feature keys/softkeys lets you have control over the voice mail to pause and resume the recording. The quick key icon on the 5140 IP Phone and 5240 IP Phone will flash while the recording is on pause.

To discard the recording, disconnect the voice mail and return to the two party call state (COS Option Record-a-Call - Save recording on Hang-up disabled)

- Press the Stop and Erase, Erase feature key/softkey, or CANCEL (pressing CANCEL here ends the call).

To stop the recording, save the recording in your mailbox, and return to the two party call state

- Press the Stop & Save, or Save feature key/softkey.

To listen to a recording

- Lift the handset, dial the number to access your voice mailbox, and follow the prompts to retrieve the recording.

#### SpectraLink Wireless Phones

To manually record

- While you are in a two-party conversation, press FCN then press the shortcut key for the Record Call feature.

To stop and save a recording

- Press FCN then press the shortcut key for the Record Call feature.

To listen to a recording

- Dial the voice mail number to access your voice mail box, and follow the prompts to retrieve the recording.

#### 5540 IP Console

To manually record

- While you are in a two-party conversation, press the F2 Record Call softkey.

To place the current call on hold to answer another call

- While you are in a two-party conversation, press the F4 Flash softkey.

To pause or resume recording

- While you are in a two-party conversation, press the F7 Pause/Resume softkey.

To stop and save a recording

- While you are in a two-party conversation, press the F8 Stop&Save softkey.

To stop and erase a recording

- While you are in a two-party conversation, press the F9 Stop&Erase softkey.

To listen to a recording

- Dial the voice mail number to access your voice mail box, and follow the prompts to retrieve the recording.