This component allows you to merge recordings from different calls into a single recording for a single interaction.
The criteria for merging calls can be either calls associated with a phone number or with the customer’s identification number.
The time range for considering call merging is 24 hours. This means that only calls within the last 24 hours related to a customer’s phone number or customer identification number will be merged.
The recorded call will be stored in the ‘Data monitor’ section. Individual call recordings will be logged in the Data Monitor, and there will be one call recording that contains the merged calls.
The maximum number of call transfers for merging call recordings is 15. If more than 15 call transfers are made, merging the recordings will not be possible.
This component is only available in Agent Scripting.
Note: It is important to place this component after the call has been encoded, once the call has ended. For example, you can use it after the ‘Encode’ component here in Agent Scripting.