Patent ID: 8873720

Claim:
A method for recording a voice call in a contact center comprising: identifying the voice call involving an agent of the contact center and a remote party communicating with the agent, the call processed by a call handling device in the contact center; determining by the call handling device whether the call involves a dual-consent context; in response to determining the voice call does not involve the dual-consent context, recording communication originating from both the agent and the remote party; and in response to determining the voice call does involve the dual-consent context, a) providing an indication to a workstation of the agent in response to determining the voice call involves the dual-consent context that the agent should verbally request consent from the remote party to record the call, b) prompting the remote party by the agent for consent to record the voice call, c) if consent is verbally received from the remote party to record the call, then recording communication originating from both the agent and the remote party, and d) if consent is not received from the remote party to record the call, then recording communication originating only from the agent.