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How to record voice conversations in Acarda Outbound

Acarda Outbound Agents can make outbound calls through any one of a number of telephony devices. Acarda Outbound does not need expensive dialer hardware and telephone calls are not routed through the Acarda Outbound system itself rather they are placed directly with the selected telephone device at the agent’s computer. The means that Acarda Outbound does not have access to the voice conversations and cannot therefore record them. There are options however to record the conversations through some telephony devices or with 3rd-party voice recording applications.

Your recording options depend on the telephony device you use to make calls. I will just mention a few alternatives for now:

Zoiper 3 Biz – Acarda Outbound has a direct API integration with the Zoiper 3 Biz softphone. You can download it via https://www.zoiper.com/en/voip-softphone/download/zoiper3. To be able to record calls (and also to play pre-recorded messages) you need the paid Zoiper 3 Biz edition.

outbound calling with zoiper

Skype – If you are using Skype then you could use a 3rd-party product such as www.skype-record.com

TAPI – Acarda Outbound can dial via a TAPI compatible interface such as modem, or PBX TAPI interface (in which case modems are not required). Some PBX’s have built in call recording functions. TAPI compatible voice modem allow Acarda Outbound to let the agent stop and start recording the conversation.

Softphones – Softphones that support command line parameters can be used with Acarda Outbound. Softphones are set up with VoIP/SIP trunks and so you can use 3rd-party applications to record conversions. Orecx, provides an open source free recording product. See http://www.orecx.com/open-source/

select record message from action button

Unless you like one of the options I mentioned above you should do an online search to locate a possible 3rd-party application for voice recording. We have not tested them but a couple of other products include Total Recorder, http://totalrecorder.com/downloads.htm and Call Catch https://www.cackle.co.nz/category/Call-Recorders-Business-Call-RecordingAt the end of the day however, the product you need to select for call recording, will depend on the device you are making your calls through.

How to play messages in Acarda Outbound using a voice modem

When using a voice modem card as the dialing device it is possible to configure Acarda Outbound to play a pre-recorded message when you are using a TAPI compatible voice modem as the dialing device.

The usual setting when dialing out with modems is to have the device auto-hang up a few seconds after it has dialed the telephone number. In that way it simply acts as a speed dialer and you pick up the call with your normal headset/telephone. However, if you want to play voice files through your modem, you need to keep the modem in the call and not auto-hang up until the end. This allows you, if desired, to play a pre-recorded voice message, for example to voicemail, after doing so click the hang up button to disconnect the call. To change the auto-hang up setting follow these steps:

1. In the solo edition of Acarda Outbound, first click on the Administration tab and then the Setup tab. In the team edition, open Acarda Outbound Manager and click on the Setup tab.

2. In the Setup group of icons click on the Settings icon.

3. In the left sidebar you should default to the correct location, the Agent Display then Agent Settings. In the Agent Settings panel there are four sub-panels, the last one called Call Automation consist of two check boxes. The first check box is called Automatically Hang up after Dialing. This is the one to uncheck if you want to play voice messages through a modem.

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You need to prepare your voice message. Write out the script ahead of time and practice speaking it. Then record the message in a format that you modem supports. Usually the format will be a wav file of 8000 Hz sampling rate, 16 bits, mono. Any recording tool should be fine as long as you can set the correct format and save as a wav file. You can download our free tool, Acarda WavRecorder, from our website, http://www.acarda.com/email-download/?product=WARA

At present you can only have one pre-recorded message and it must have the file name and location of: “C:\Program Files\Acarda\Acarda Outbound\message.wav”. Future releases should improve this and give multiple recorded message file options. So take your recorded wav file and rename it to message.wav and copy it into the “C:\Program Files\Acarda\Acarda Outbound\” folder. For the team edition this file should be located on the agent computers.

Now when you have dialed out with through your TAPI voice modem you will be able to click on the Action button and then select Play Message. If you need to stop during the message you can click Stop Message.