Fallback modes
There are three fallback modes, supported for both IP and TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch..
Fallback modes
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Never (Application)—If CTI is disconnected, no audio or screen recording will occur. If CTI is up, CTI segments will be retained.
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On CTI Disconnection (Performance)—If CTI is disconnected, audio recording continues (VOX-detected segments will be retained), but screen recording does not. If CTI is up, only CTI segments with recorded audio are retained; if we receive CTI for a call but no audio (for any reason), recording will not occur. VOX segments (not associated to CTI calls) will be discarded. You can set a Rollback Period in the phone data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. to specify the length of time preceding a disconnection for which recordings will be held.
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Always (Liability)—If CTI is disconnected, audio recording continues (VOX-detected segments will be retained), but screen recording does not. If CTI is up, both CTI- and VOX- detected segments will be retained. (If a signalling protocol is configured, it will be used before VOX to record the call.)
If you are using the Pause and Resume feature, ensure that you are also using Application mode. Use of Application mode ensures that any non-CTI call segments are discarded (rather than recorded and kept) if the CTI link goes down. Also, consider performing a manual review of calls recorded when CTI was down and verify that no sensitive data was maintained.