Exclusion lists are used to discard recordings based upon a specific piece of meta-data that is associated with the call. For example, you can add calls to or from specific outside numbers to the exclusion list and they will not be recorded.

The following meta-data can be used to match a recording against an exclusion list.

• Account code
• Agent
• DID
• Outside number
• Endpoint
• Hunt group

If a calls detail matches an item on the exclusion list, then it will not be recorded provided it does not match an Inclusion List entry. For example, if a senior directors calls should not be recorded then this could be configured for their endpoint.

As well as using the meta-data there is another rule that can be used:

Exclude internal calls: When extension side recording is being used then calls that are internal and do not involve an outside trunk line will not be recorded.

If the option for Exclude internal calls is enabled then the inclusion list will NOT override this and the call will NOT be recorded.

Configuration

To add a new exclusion list entry

1. Access the Site Settings -> Exclusion List configuration section
2. Click on Add, then select the Type of information to use to exclude this call.
3. Select or enter the value that this information must contain.
4. Enter a useful Description for this entry.
5. Select the level of persistence
6. Click on Add to save the entry. 

Persist for Entire Call

Each exclusion list entry has the option to 'Persist for entire call'. This setting controls whether the exclusion entry should just take effect on the call segment that matches or on all proceeding segments on the call as well. If enabled, once there is an exclusion match on a segment of a call, if the call is transferred to another device on the phone system then the call would continue to be excluded.

Persistent exclusion list entries can be used in conjunction with a telephone system call routing announcement to ask the caller permission to record the call. By routing a negative customer response through a CRA with a persistent exclusion match, the call will not be recorded.