The last of all of the quality assurance methods we will discuss is the call recording capability of Asterisk. This is highest on the Big Brother chart because phone conversations can be archived forever and reviewed on demand. Therefore, an employee's entire telephone history can be called up at any time.
This feature can be accessed from a number of different sources. First, we can configure specific call queues to record calls. This is done in the queues.conf
file, for each individual queue. We set it thus:
[100] . . . monitor-format = wav monitor-join = yes
The first line tells Asterisk to record the conversation in the .wav
format. This is the best choice because it is most compatible with other operating systems. As archived conversations can be burned to CDs, compatibility is a high priority. The second line tells Asterisk to join the two files (in and out) into one file. If we do not do this, we will only hear half of the conversation. In order to take advantage...