Recording calls and interviews

In this section, “call” means recording either calls or interviews, unless otherwise specified.

For each project that uses the dialer, you can specify in the PercentCallsRecorded property what percentage of calls you want to record. The dialer interface component then randomly selects calls for recording, always ensuring that the percentage of calls it records matches your specification, and updates the RecordCall property for those sample records.

Calls are eligible for recording in the following circumstances:

▪The sample record has been returned in response to the interviewer clicking Get Next Contact. This means that a participant not recorded on the first call might still be recorded for a subsequent call. For example, a call could be recorded for an appointment even though the original call that made the appointment was not recorded.

▪Once a sample record has been selected for recording, all subsequent calls to that participant will be recorded. For example, if the original call that made the appointment was recorded, then the call for the appointment will be recorded too.

▪When an interviewer requests a specific contact, the call is considered for recording only when a previous call to that participant was recorded.

▪If an interview fails over from one computer to another, and that call has already been selected for recording, the recording will continue until the call is terminated.

When you are recording whole calls rather than just the interview portion of the call, recording begins as soon as the call is passed to the interviewer. If you are recording whole interviews, recording starts when an interviewer clicks Start Interview. In both cases, recording continues until the call is disconnected. If the interviewer manually reconnects the call, an additional recording is made.

You can select specific calls for recording based on selection criteria of your choice. For example, in a department that deals with customer care, your sample records might have a field that indicates that a customer has complained about something, and you will want to be sure that interviews with this customer are recorded. You can add code to your sample management script that sets the RecordCall property to 1 for this record when it is called.

Not all participants will want to be recorded. If recording has already started and a participant disallows recording, recording of that call stops immediately and the RecordingProhibited interview property is updated accordingly. This property is available in interview scripts and in the ReturnSampleRec function in sample management to ensure that participants' wishes are always adhered to.

There is no maximum recording length. It is up to the dialer to stop recordings that exceed a maximum length limit.