Media and recording nodes

These nodes are only available in call flows. As soon as they play something, they answer a call that has not been answered yet.

Peer — in Media Playback, Text To Speech and as the Recording source in Start Recording — determines whom the node affects:

Media nodes

Media Playback

Plays a media case and waits until it has finished.

• Meanwhile, the conversation is in Announcement. Which file plays depends on the skill and language of the conversation, see Which file is played.
• Background music that is playing gets quieter for the announcement.
• If nobody is listening — for example with Agent while no agent is connected — nothing plays and the flow continues immediately.

Typical use: greeting, privacy notice, notice before the queue.

Background Music

Starts music that keeps playing in the background; the flow continues immediately.

• Everyone involved hears it in a loop, including in the queue. New background music replaces the previous music.
• During announcements, it gets quieter; if the caller presses a key in a keypad prompt, it is silent until that node ends.
• It ends when an agent takes over or puts the caller on hold, and before a voicemail is recorded.

Typical use: music under a voice menu and during the waiting time.

Text To Speech

Reads out a text and waits until it has finished.

The text is spoken in the language of the conversation. Without the AI key, it stays silent and the flow continues.

Typical use: “Your customer number is %CustomerNumber%.” or “You are in position %Position%.”

Background Text To Speech

Reads out a text in the background again and again until a new one replaces it, or an agent takes over or puts the caller on hold. The flow continues immediately.

Everyone involved hears the text; there is no peer setting.

Typical use: “Please stay on the line; the next available agent will be with you shortly.”

Recording nodes

Start Recording

Records the call — entirely or for individual parties.

• The node only records the customer — and only transcribes them — if Allow recording ran beforehand.
• If there is nobody to record, no recording starts — for example with the source Agent while no agent is connected. If the recording is running with Agent or All, an agent is included as soon as they are connected. So start it with All before the queue or with Agent in the Connected path of the State Change Event.
• If the agent puts the caller on hold, the recording pauses. At the end of the call, myContactCenter joins the parts, stores the file in the recordings location and assigns it to the ticket; the agent finds the recording in the Tickets module, see Recording and transcription.
• If Agent can control recording is off, the agent cannot end the recording; a supervisor can, see When the flow controls the recording.
• The location is the Path for storing recordings, see Server tab. Transcription requires the AI key. If recording fails, the administrators receive Recording error.

Stop Recording

Ends the recording and any transcription that Start Recording switched on. The node has no properties and is also allowed in the End Event.

Typical use: stopping the recording before the caller enters confidential data and then resuming it with Start Recording.

Voicemail

Records a message from the caller.

This is how it works:

1. The conversation is in Voicemail; the announcement plays, after which all media of the flow stop.
2. After a beep, the node records only the caller — until they hang up, until the Max recording length is reached (with a second beep) or until an agent takes over.
3. The node continues via Success.

• Handle in ContactCenter: After the call, the server distributes the message in the skill and language of the call to agents who are qualified for Voice recording, see Voicemails. Skill and language must be set for this.
• External recipient: The email has the subject “New voicemail from …” with the caller, date and time and lists the caller, time, language, skill, duration and the number called, with a button for calling back. The sender is determined by the SMTP settings of the server and skill; without a sender address, no email is sent. In this field, the flow only replaces its own variables.
• Without Handle in ContactCenter and without a recipient, the flow cannot be saved.
• If recording fails, the administrators receive Voice message recording has failed!.

Typical use: recording a message outside business hours or when the waiting time is too long, which the team handles the next morning.