Record on Demand APIs

This API is only available for CXone Multi-ACD (CXone Open) users.

These APIs enable starting, stopping, and disabling of call recording on demand, which enables recording control via API.

Before You Start

Before you can start using the Mask and Unmask APIs, set up a user permission, generate an access key, and follow the registration and authentication process explained on the developer portal.

This API requires the Search & Playback >APIs > Multi-ACD Record on Demand API permission.

POST Start recording on demand

The API allows an agent or application to start recording an ongoing call for a specific user. It can be used to capture specific interactions or conversations that are relevant to compliance purposes, quality assurance, or training.

You can specify to start recording of voice only, or both voice and screen. This API method gives priority over Recording Policies.

The mediaType flag is optional and allows to control which media types are recorded. Supported values are voice and voiceAndScreen, enabling to start recording of voice only or of both voice and screen. If the flag is not passed the default value would be voice.

userId*:

string

The media type to be recorded.

POST /interaction-recording-management-service/interactions/start-recording-on-demand?user-id=1234567

Response

  • Status 200—Successful operation. Start recording on demand request began.

  • Status 202—Operation in process. The start on demand request was accepted and is being processed.

  • Status 400—Bad request

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 409—The request cannot be executed due to the service state.

  • Status 425—The interaction is locked while processing a previous Record on demand/Stop on demand request

  • Status 500—Internal server error.

  • Status 504—The request timed out.

POST Stop recording on demand

The API allows stopping the recording of the voice and screen of a call in progress for a specific user. It can be used to protect customer privacy or to comply with regulations that restrict the recording of certain types of conversations.

This API method gives priority over Recording policies. Post Stop recording on demand recording may resume only by calling Start recording on demand.

userId*:

string

Agent user ID of the agent to be recorded.

POST /interaction-recording-management-service/interactions/stop-recording-on-demand?user-id=1234567

Response

  • Status 200—Successful operation. The stop recording on demand request began.

  • Status 202—Operation in process. The stop on demand request was accepted and is being processed.

  • Status 400—Bad request.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 409—The request cannot be executed due to the service state.

  • Status 425—The interaction is locked while processing a previous Record on demand/Stop on demand request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.

POST Disable the option to record the call

The API allows disabling the option to record voice and screen of a call in case the customer declines consent and does not agree to be recorded. This is especially relevant for the EU General Data Protection Regulation (GDPR). If a customer declines consent, then CXone Recording will not record the call, even if there's a recording policy set to record the call, or if the agent records the call on demand, or using API.

Post the API call recording cannot be initiated for the entire customer contact including transfers, consults and conferences. If the API was called while the call recording was in progress CXone Recording will stop the recording, the recorded portion of the call will be available for search and playback.

Recording consent only applies to the current call. It's not saved for the customer for future interactions.

userId*:

string

Agent user ID of the agent to be recorded.

POST /interaction-recording-management-service/interactions/do-not-record?user-id=1234567

Response

  • Status 200—Successful operation. The do not record request was started.

  • Status 202—Operation in process. The do not record request was accepted and is being processed.

  • Status 400—Bad request.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 409—The request cannot be executed due to the service state.

  • Status 425—The interaction is locked while processing a previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.