In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true?

In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true?
A . When there is an outgoing call that is put on hold for a consult with a supervisor, and then
conferences with a supervisor, the call with the customer and the conference with the supervisor will be recorded, while the internal consult will not be recorded.
B . When there is an incoming call that is put on hold, only the customer side will be recorded.
C . An internal call will not be recorded.
D . When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded.

View Answer

Answer: A

Explanation:

In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), this statement is true because of how ACRA handles call segments and conferences. A call segment is a part of a call that has a single source and destination. A conference is a call that has more than two parties involved. ACRA records each call segment separately and assigns them a unique ID. ACRA also records conferences as separate call segments with their own IDs. ACRA does not record internal calls between extensions unless they are explicitly configured to do so. Therefore, when there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, ACRA will record three call segments: one for the outgoing call with the customer, one for the internal consult with the supervisor, and one for the conference with both parties. However, ACRA will not archive the internal consult segment because it is aninternal call that is not configured to be recorded. ACRA will only archive the outgoing call segment and the conference segment, which can be searched and replayed using the Avaya Contact Recorder interface or other applications5

References: 5: Avaya Workforce Engagement Support – Contact Recording Technical Reference Guide, page 16-186