Verification Call Recording

Third Party Verification

A third party verification process is often used for the control of sensitive transactions made over the telephone. For example, when you order phone service from the phone company, a customer service representative might transfer or conference with a manager or a third party representative to verify that the client actually ordered the service.

The verification feature allows you to substitute the Versadial recorder for this person. Instead of conferencing the call with a person, the agent can conference with a Versadial recording channel configured for verification.

Common verification recording steps are:

• The customer call is accepted by the agent
• Before confirming the order and repeating the order details to the customer, the agent conferences the call to  a verification channel of the Versadial recorder.
• The recorder answers the call, plays an optional prompt and starts recording.
• The agent repeats the order details to the customer and asks him/her to confirm the order.
• The agent dials in the preconfigured stop key (the “#” key, for example)
• The recorder stops recording, plays the verification number and hangs up.
• The agent and the customer then continue the call.

Note: Verification requires a terminating recording card capable of answering the call and playing some audio prompts to the line. Verification is supported only on analog lines with SmartTap LDA recording cards and ISDN (Integrated Services Digital Network) PRI (Primary Rate Interface) trunks with SmartTap DT recording cards. All other recording cards supported by Versadial recorders are passive and do not support verification.