Call Recording 101

Here you will find all the basic information about call recording to get started.

Who can use call recording?

All organizations, regardless of switch package, can purchase the add-on service

General information

With our call recording, you can record all calls, or just some, depending on how you want it.

You can freely choose between automatic and manual start.

Licenses

There are two different types of licenses for this add-on service:

• Call recording for users

• Call recording for response group

The license is not locked to a specific user or response group. You can move the license to another user or response group at any time.

Call recording – user

This license is used to record a user or agent in the organization.

Each license can be configured uniquely per user or agent.

Call recording – response group

This license is used to record a response group in your organization.

Each license can be configured uniquely per response group.

Buy the license

Call recording is not included in any switchboard package.

You need to purchase the add-on service before you can distribute it to users or response groups.

Improve your customer communications with our Conversation Intelligence service, which provides deep insights from your recorded conversations. Conversation Intelligence helps you analyze and optimize every customer interaction.

You need the authorization account to be able to purchase additional services.

Storage capacity

Storage Amount – User

You can set the storage period for the recordings, i.e. how long they are saved.

• Choose from 1, 6, 12, 24, 36, 48, 60, 72, 84 months or custom

• Max 30,000 stored calls

Storage volume – response group

You can set the storage period for the recordings, i.e. how long they are saved.

• Choose from 1, 6, 12, 24, 36, 48, 60, 72, 84 months or custom

• Max 300,000 stored calls

Recordings are automatically deleted (oldest first) and then become unavailable. You can always download your recordings and store them in your own, secure location.

Permissions – user

Playback permission - user

Choose whether a user should be able to listen to their own recordings.

Permission to delete – user

Choose whether a user should be able to delete their own recordings.

We recommend that this setting is turned off by default.

Permissions – response groups

Playback permission – response group

Choose who can listen to calls to and from response groups.

• Supervisors – all recordings in the response group

• Agents – own recordings in the response group

• Agents – recordings of others in the response group

Permission to delete – response group

Choose who should be able to delete recordings to and from the response group.

• Supervisors – all recordings in the response group

• Agents – own recordings in the response group

• Agents – recordings of others in the response group

Full search and playback permissions

If a user is added to the list full search and playback permissions all other settings and permissions will be overwritten.

User settings

All settings are controlled via on and off switches.

Settings

• Allow users to configure call recording via activity statuses

• Same settings for all user numbers

Incoming call

• Start recording automatically

• Allow users to start or pause recording manually

Outgoing calls

• Start recording automatically

• Allow users to start or pause recording manually

Response group settings

All settings are controlled via on and off switches.

Incoming call

• Start recording automatically

• Allow agent to start or pause recording manually

Outgoing calls

• Start recording automatically

• Allow agent to start or pause recording manually