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Engage Voice | Using recording nodes

Last updated on June 30, 2021

Table of contents

Your IVR palette contains three types of recording nodes: the Start Rec node, the Stop Rec node, and the Rec Audio node.
The Start Rec node and the Stop Rec node have no properties and only one overall function –– to begin and end an audio recording of everything that happens in an IVR session. Wherever you place the Start Rec node in the call flow, the IVR will begin recording. This includes sound from the IVR such as audio recordings, sound from callers, and even silent pauses. Once the call flow reaches the Stop Rec node, the recording stops.
If you want the IVR to continue recording all the way until the end of each call, you don’t have to use the Stop Rec node. However, if you want the recording to stop before the end of the IVR, you should place the Stop Rec node where you want it to end.
You can access links to the recordings made by the Start Rec node via reporting. 
If you only want to record what callers say at a given point in the IVR, you should use the Rec Audio node. For example, the Rec Audio node is a useful way to allow callers to leave a voicemail.
You can access a link to the WAV file generated by the Rec Audio node via reporting. You can also use the Email node to automatically generate an email with a link to the WAV file every time a recording is made in an IVR. To learn more about how to use the Email node this way, read Using the Email node.
Since the Start Rec node and the Stop Rec node don’t have any properties and are fairly straightforward, we’ll just discuss the Rec Audio node below.

Adding a Rec Audio node

  1. Drag and drop a Rec Audio node from the palette onto the background.
  2. Hover over the Rec Audio node to reveal the popup menu and select Edit to open the Rec Audio Properties window.
  3. Enter a new name in the Node Id field (optional).
  4. Select audio files via the Record Prompt field (optional).
    1. Click on the Manual Entry pencil and paper icon and provide the exact audio file name in the field that appears.
    2. Click on the Open Audio Library table icon to open the Audio Library window.
      1.     i. In the Audio Library window, select your first audio file from a list of global or account-level audio files.
      2.     ii. Click OK to return to the Record Audio Properties window.
  5. Click the Append Audio box if you want to uncheck this box and turn off this setting.
  6. Click the Play Beep box if you want to uncheck this box and turn off this setting.
  7. Enter a number in the Max Duration field.
  8. Enter a number in the Silence Duration field.
  9. Click OK to close the window.
After you close the window, be sure you save your changes.

Rec Audio properties

  • Node Id: This is the unique name given to a particular Rec Audio node that has been placed on the background. You can leave the default name or change it.
  • Record Prompt: This field allows you to select an audio recording from the audio library that prompts callers before the recording starts. 
  • File Name: What you enter in this field determines the name of the WAV file that saves the recording.
  • Append Audio: If you check this box, the IVR will consolidate all recordings into a single file. Checking this box only makes a difference if you use more than one Rec Audio node in a single IVR.
  • Play Beep: If this box is checked, callers will hear a beep before the recording begins.
  • Max Duration: This field indicates the total amount of time you want the IVR to record audio from callers. The number you enter is measured in seconds.
  • Silence Duration: This field indicates in seconds how long the IVR will wait before ending the recording if callers are silent. For example, if you set the duration at two seconds, the recording will time out if callers do not start speaking within two seconds of the beginning of the recording. Similarly, if callers stop talking for a full two seconds, the recording will time out.
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