Recording Definitions and Mail Templates
This page summarizes the current "recording" data objects in LUCS:
- Recording Definitions - A "container" object consisting of: Organization Unit + Share definition + Mail Definition
- Recording Mail Template - an assignable sub-element for a re-usable mail template. To be used within a Recording Definition.
- Share Definition - an assignable sub-element for re-usable sharing locations. To be used within a Recording Definition.
Recording Definitions are used in Contact Objects such as Call and Mail Services.
This section consists of several parts:
Recording Definitions
LUCS provides recording capabilities for audio and IM calls, allows to save the recorded files in customer’s location and send them to the configured email address. Such answering machines are created and configured on the recording tab and configured as an answering machine in a call service worfklow.
The ‘Recording Definitions’ page is accessible on Settings -> Service section -> Recording Definitions:
The 'Recording Definition' page contains the following settings:
| Control Name | Description |
|---|---|
Name | Recording Definition name. |
Organization Unit | Organization Unit to which the Recording Definition will be assigned and available to (e.g within |
Description | Recording Definition description. |
Move to Share Definition | Configured on the "Recording Share Definitions" page. → See chapter below. |
Mail Definition | Configured on the "Recording Mail Definitions" page. → See chapter below. |
Recording Mail Templates
On the ‘Recording Mail Templates’ page you can configure mail templates. On behalf of email address configured in mail definition an email will be sent to the agents according to the mail service configuration.
A recording mail template needs to be part of a recording definition.
The ‘Recording Mail Templates’ page is accessible on Settings -> Service section -> Recording Mail Templates
The 'Recording Mail Template' page contains the following settings:
| Control Name | Description |
|---|---|
Name | Recording Mail Template name. |
Organization Unit | Select Organization Unit to which the Recording Mail Template will be assigned and made available to. |
Mailbox | Specify mailbox existing in the system on behalf of which the email is sent to the agents. |
Mail Subject | Subject of mail template. |
Mail HTML Body | Define the body of the email in HTML format. It is possible to use here the following list of parameters:
|
Recording Share Definitions
Via the ‘Recording Share Definitions’ page the user can define "share definitions" to define centralized / shared storage locations of incoming recordings (e.g. a team-wide missed call recorder or a quality-control folder for recorded calls).
A recording share definition needs to be part of a recording definition and assigned to a call service in order to work.
‘Recording Share Definitions’ page is accessible on Settings -> Service section -> Recording Share Definitions:
Recording Share Definition contains the following settings:
| Control Name | Description |
|---|---|
Name | Recording Share Definition name. |
Organization Unit | Select Organization Unit to which the Recording Share Definition will be assigned. |
Path | Specify the path on customer’s location where recorded files are saved. |