Recording File Metadata and Dialogue Structure – Toku

Scenario	Recording A Contents	Recording B contents
Inbound Call Answered by an Agent	The conversation flow will include interactions between: Caller ↔ Agent	N/A
Outbound Call initiated by an Agent	The conversation flow will include interactions between: Caller ↔ Agent	N/A
Merge Call or Three-Party Conference: An inbound call is answered by Agent A. Agent A then initiates an external transfer, either to a mobile number or to another agent B. The external party then continues the conversation with the original caller.	The conversation flow will include interactions between: Caller ↔ Agent A ↔ Agent B The recording will begin from the caller's initial conversation and continue through the transfer and interaction with Agent B.	The conversation flow will include interactions between: Agent A ↔ Agent B ↔ Caller The recording will begin from the Agent B's initial conversation and continue through the transfer and interaction with the Caller
Caller on Hold Scenario: An inbound call is answered by Agent A. Agent A initiates an external transfer to a mobile number or another agent. However, the external agent disconnects the call without speaking to the caller.	The conversation flow will include interactions between: Caller ↔ Agent A The recording will begin from the caller's initial conversation with Agent A	The conversation flow will include interactions between: Agent A ↔ Agent B The recording will begin from the Agent A's initial conversation with Agent B
Warm Transfer Scenario: An inbound call is answered by Agent A. Agent A initiates an external transfer to a mobile number or another agent and then disconnects from the call without returning to speak with the caller. The Caller and Agent B continue their conversation.	The conversation flow will include interactions between: Caller ↔ Agent A ↔ Agent B The recording will begin from the caller's initial conversation and continue through the transfer and interaction with Agent B.	The conversation flow will include interactions between: Agent A ↔ Agent B ↔ Caller The recording will begin from the Agents' A initial conversation and continue through the transfer and interaction with Agent B and the caller.

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