Recording CATI calls
With Askia and CTArchitect, our automatic dialler, you have the ability to record all CATI calls (or partially) when the automatic dialing is enabled:
How to record?
Four types of recordings are available:
- Agent recording
- Task recording
- Open ending recording
- Survey routing recording
Agent Recording
Dialing mode: all, but no link is made between an agent recording and a task/contact list.
This option will records all calls, whatever the dialing mode selected, for this particular agent. This recording can be enabled on agent properties > "Record all calls".
There is also an option for "Stereo Recording". That means a recording will combine the two voice channels (respondent and agent) and will affect them to a specific side of the headset / speaker when you listen the recording. It's a great feature!
The recording will be named as: "[CallID].wav"
This type of recording will be moved to the main recordings directory on the CCA side.
Task Recording
Dialing mode: Preview, progressive and predictive dialing.
This type of recording is activated on task side, on Task properties > Dialing tab:
You can also set the recording on the Group properties side:
A recording is created when the first call is answered. All other possible extra call recordings for the same contact will be added to the original recording.
The recording will be named as: "all_[Seed].wav"
This type of recording will be moved to the survey directory.
Verbatim open-ended question recording
Dialing mode: Preview, progressive and predictive dialing.
This option allows you to records only specific open-ended questions in the survey. You can simply enable it in AskiaDesign on the question properties > Record response.
The recording will be named as: "[open-ended shortcut]_[Seed].wav"
This type of recording will be moved to the survey directory.
Survey routing recording
Dialing mode: Preview, progressive and predictive dialing.
This mode allows you to trigger a recording according to a routing condition. For example, you can start the recording only if the respondent allows you to proceed.
The recording will continue until either:
- The respondent reaches the question specified in target question.
- The recording is stopped by an interrupt recording routing action (i.e. you can set up a routing instruction that, if true, stops the recording).
You can specify the filename prefix that will be used for the file containing the recorded audio data. You can use variables from your survey to prefix the recording name, including some imported questions that can contain Askiafield keywords. You need to be careful about the length of the name (MS Windows can only deal with 256 characters max for a file name, with some reserved characters. Check this article for more information).
The recording will be named as: "[file prefix]_[Seed].wav"
This type of recording will be moved to the survey directory.
Where I can find my recordings?
Recordings will be transferred from CTArchitect to CCA, in a customised path. You can also choose the time when your recordings are transferred. For this, go in CCA settings > CTArchitect > File Socket:
Recordings storage
New paths for recordings can be set in CCA settings. You can distinguish different types of recordings:
- Agent recordings
- Anonymized recordings
Recordings will be moved into folders created by year > month > day > hour:
Then, once moved to the main recordings directory, the following recordings will be copied to the survey working directory:
- Survey recording
- Open ended recording
- Routing recording
Listen to a recording
From Supervisor, you have access to the recordings via the Ribbon > View > Recordings. Then select the recording you want to listen, right click > play.
Recording sizes
According to the setting of your recording options, the size of a recording may vary. By default, recordings are set in Wave PCM 8-bit 8 kHz mono.
Type | Encoding | Word Length | Sample Rate | Channels | Bit Rate | Size/Hour | Minutes/50 Mb | Hours / 50 Mb |
Wave | PCM | 8-bit | 8 kHz | 1 Mono | 48 kbps | 21,1 Mb | 106 m | 1,8 h |
Wave | PCM | 8-bit | 8 kHz | 2 stereo | 128 kbps | 56,3 Mb | 53,3 m | 0,9 h |
Wave | PCM | 8-bit | 11 kHz | 1 Mono | 88 kbps | 38,7 Mb | 77,5 m | 1,3 h |
Wave | PCM | 8-bit | 11 kHz | 2 stereo | 176 kbps | 77,3 Mb | 38,8 m | 0,6 h |
Wave | PCM | 16-bit | 8 kHz | 1 Mono | 128 kbps | 56,3 Mb | 53,3 m | 0,9 h |
Wave | PCM | 16-bit | 8 kHz | 2 stereo | 256 kbps | 112,5 Mb | 26,7 m | 0,4 h |
Wave | PCM | 16-bit | 11 kHz | 1 Mono | 176 kbps | 77,3 Mb | 38,8 m | 0,6 h |
Wave | PCM | 16-bit | 11 kHz | 2 stereo | 352 kbps | 154,7 Mb | 19,4 m | 0,3 h |