Do Not Record

Prevents CXone or Engage QM Integrated from recording a call. This is helpful if you need to provide contacts the ability to opt out of being recorded, such as for compliance with the EU General Data Protection Regulation (GDPR). After firing, this action changes the DoNotRecord field of the CTI event to True. This prevents CXone or Engage QM Integrated from recording. If an agent transfers or conferences the call, the CTI event retains the True value, continuing to prevent the call from being recorded. If you use this action with Engage QM Integrated, it must be used in conjunction with an Engage rule. A user with access to the Rules Manager must create a rule that determines the privacy control of calls. In the rule, you can determine options such as which call direction the rule affects, inbound or outbound, or which groups of users it affects. The expression of the rule must be DoNotRecord = True. For more specific information, help is available when you log into the application and launch help.

Dependencies

• This action must be placed before the Onanswer event action in your script.

• You cannot change the DoNotRecord state of the CTI event from True to False. Therefore, once this action fires, the contact cannot be recorded for the duration of the call.

Supported Script Types

Phone

Input Properties

None.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

If your organization uses Engage QM Integrated for call recording, this action can be used to prevent an agent from launching a call recording through the agent application.