Record on Demand

Overview and Background Information

Diagrams

Above shows the basic flow for Record on Demand (ROD). At the end of a call the system looks at a particular devices CurrentRODState and decides what to do with that calls audio.
The CurrentRODState can be switched any amount of times during the call, as the system only takes into account what the value is when deciding what to do with the call.
The CurrentRODState is then set to the default state before the next call commences.

Scenario 1)

The CEO of the company, by default does not want his / her calls recorded therefore their DefaultRODState is Discard. However he does want to record just a particular call. In that instance, while he / she is on the call, they would change their devices CurrentRODState to Keep to ensure that call is recorded.
The system then sets the CurrentRODState = DefaultRODState (which is discard) to ensure all subsequent calls are not recorded.

Considerations

There is a case where an Administrator sets the CurrentRODState of someone elses device. In this instance the Agent would not be able to change their CurrentRODState if it has been set by an Administrator.

Scenario 2)

An Administrator wants to record all the calls for an agent today for quality and training purposes. The Administrator sets the Agent's Device's DefaultRODState to Keep. All the calls for the agent will now be recorded because at the end of each call the CurrentRODState will be = DefaultRODState (which is keep). If the Agent tries to change either the DefaultRODState or the CurrentRODState to avoid one or all of their calls being recorded, the system must not allow them to do so.