Skip to main content

Inbound Recordings

Updated

1.1 Call recording

It is possible to enable recording on a queue to record incoming calls. When call recording is configured on a queue, the calls entering the queue will be recorded throughout the entire call lifetime.

 

For instance, if a user calls a queue with recording, is transferred to another queue with no recording setup, and is further transferred to a user, the recording will comprise the full conversation.


Multiple call recording configurations can be defined. For each of these it can be configured, what level of information the user performing the incoming call should receive. The options are:

  • None – recording happens, and no message is provided to the user
  • The user is informed that the call will be recorded
  • The user must accept the recording by pressing 1. If the user does not accept, then recording does
    not happen.

In addition, it is possible to enable the recording of outbound calls, and to store these calls as well.

 

1.2 How to configure Call recording

The configuration of recording is done in a two-step process:

  • Define the recording settings
  • Assign the recording to the queue(s)

1.2.1 Define the recording settings for inbound

Go to System Configuration – Contact Center and PBX configuration - > Recordings -> Create new

Define the settings for the recording. It is possible to create & save different recording settings, for easily
applying these on queues. When creating a recording configuration, you have a few options:

  • Enable/disabling configuration – this option will dictate if the configuration should be currently active or not. By disabling it, you will stop recording inbound, but you will not remove the configuration.
  • User Acceptance – this configuration lets you choose if you should seek consent from the caller to
    automatically record the call. By choosing “Play a prompt and listen for DTMF, Start recording if the
    user accepts by pressing 1” you will collect consent and store it along with the recording. If no consent is needed, you can select “Play an announcement informing the user that the call will be recorded”, to just inform the caller, that the call is being recorded.
  • Finally you have the third option, which is to not play an announcement and just record all incoming
    calls by default if these are required by regulations.

Announcement name – this last configuration lets you set the announcement that the call will hear.

 

1.2.2 Define the record settings for outbound

  •  Go to system configuration – Contact center and PBX configuration -> Outbound recording
  • Select if this option should be activated or not. If activated, all agent’s outbound calls will be recorded.

1.2.3 Assign the recording to the queue(s)

To enable call recording it is necessary to select a recording configuration from the “Queue configuration”:

  • Go to System Configuration – Contact Center and PBX configuration -> Queues
  • Select the queue where recording should be applied and press edit
  • Scroll down to source and select the recording configuration that shall be applied on the queue

1.2.4 How to find the recordings

Only the Call Supervisor (License)(user privileges) can access the recording files. These are stored in the Supervisor Agent Statistics Dashboard. Note that there can be a delay of up to 15 minutes before recordings are available.

 

The Call supervisor will get an overview:

  • Date & time for the recording
  • Name of the agent
  • Incoming number
  • Queue
  • Time in queue
  • Duration of the conversation
  • “play” file, with the possibility to listen and download for storing elsewhere.


2 How to use call recording on demand

If needed, the user can always activate call recording through the client interface. Via the call card, the user can click recording and thus record the conversation regardless of any previous configurations related to inbound and outbound recording. The record button is found in the upper right corner of the call card and is illustrated via a grey circle.

 

When the user clicks the button, the entirety of the conversation is saved, so any incident before the
activation will not be lost.


3 Delete recordings

To delete recordings, use our inbuilt GDPR tools.

 

3.1 Use our Anonymize user info (GDPR) from the burger menu, in the top right corner.

 

Decide if you want to manually anonymize ALL data on ALL users, by pressing "ANONYMIZE ALL PERSONAL DATA" or only on desired user, by entering either, or both email and or Phone number and press Anonymize. 

 

3.1.2 Use on a scheduled basis via our Anonymization (GDPR) setting in the configuration manager.

 

You can decide, how long you want to keep user data. 

Related to