As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage…

The Recording Control activity in the flow acts as a primary gate for call recording based on caller consent.

A: If the caller does not provide consent (e.g., through a timeout or explicit choice leading to a 'No' input for the activity), the activity prevents the recording from starting, irrespective of any other system-level 'Yes' settings.

E: If the caller provides consent ('Yes'), the system then evaluates the standard recording hierarchy (Agent > Queue > Tenant). An agent-specific setting, such as a recording schedule set to 'No', is the most specific rule and will override the consent and any other 'Yes' settings, thus preventing the call from being recorded.

B. Caller consent enables the possibility of recording, but it does not override a 'No' configuration at the tenant, queue, or agent level. The most restrictive setting prevails.

C. Explicitly declining consent via the flow activity will prevent the call from being recorded, overriding any tenant-level 'Yes' setting. The consent activity's purpose is to enforce this choice.

D. While the statement about the recording hierarchy (Queue overrides Tenant) is correct, this scenario describes the system without the Recording Control activity, not its direct functionality or rules.

1. Cisco

"Webex Contact Center Flow Control Guide

" Official Documentation. The section on "Record Call Activity" or "Recording Control" explains that the activity's output (based on a recordingConsent variable) determines if the recording process proceeds. If consent is false

recording is stopped.

2. Cisco

"Webex Contact Center Setup and Administration Guide

" Official Documentation. The "Manage Call Recording" section details the recording hierarchy

stating that agent-level settings have the highest precedence

followed by queue-level

and then tenant-level settings.