Mute whole call recording

When you use a secure context property to mask or encrypt an item, Voice Platform masks the matching prompt or user speech in the whole call recording with silence. However, you can hide information in the whole call recording while still generating individual waveforms, or include it in a whole call recording while suppressing other logging.

The Recognizer supports two parameters that can be used to control WCR muting or unmuting independently of applicable secure context parameters:

  • swirec.mute_wcr records silence in the place of a user utterance.
  • switts.mute_wcr records silence in the place of a prompt.

Both parameters take Boolean values. A value of “0” or “false” indicates that whole call recording proceeds as normal (the item is recorded). A value of “1” or “true” indicates that the item is masked with silence within the whole call recording. For example:

<field name="socsecure" type="socialsecurity"/>
    <prompt>Please state your social security number.</prompt>
    <property name="swirec.mute_wcr" value="1"/> //muting is ON
    <filled>
        <property name="switts.mute_wcr" value="1"/>
        <prompt>I heard, <say-as type="digits">
            <value expr="socsecure"/></say-as></prompt>
        ...
    </filled>
</field>

In this example, when the user speaks his or her social security number Voice Platform masks it with silence in the whole call recording (since swirec.mute_wcr is set to 1). Similarly, when the recognized number is played back in the <filled> block, it is not recorded.

Note: The swirec.mute_wcr and switts.mute_wcr parameters affect whole call recording only. They do not affect logging to the call logs or diagnostic logs, nor the recording of user utterances as individual waveforms—to do so, use a secure context property instead.

Note: The swirec.mute_wcr and switts.mute_wcr parameters do affect encrypted whole call recordings normally.

It is also possible to encrypt an entire whole call recording, although this affects the entire recording (not just portions of it). For information on encrypting an entire whole call recording, see Encrypting whole call recordings.