How to configure proper direction identification?

Currently, our all recorded conversations are indicated as internal but we definitely have incoming and outgoing traffic. Is there a way to identify those directions as well?

This article was posted by the Verba team based on a customer case.



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  • Official comment

    From 8.8, the recording services can identify even more directions. The only mandatory configuration is the internal domain pattern. Based on this pattern, the recording servers can properly identify the direction of the conversation. This pattern is a regular expression which defines the internal domain.

    On our Knowledge Base, you can find the supported directions, and you can find example regular expressions and the steps which are guiding through the configuration of the internal pattern.

    Please check the Conversation direction and modality support article on our KB.

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