Call recording 101

Updated October 14, 2024 13:46

Welcome to this 101, lets get started with the basics about call recording

Who can use call recording?

All organisations regardless of PBX-package can purchase the licences

General info

With call recording you can record all your calls, or some, depending on you. Choose between automatic recording or manual start.

Licenses

There is two type of licenses for this add-on, call recording user & call recording answer group.

The license will not lock on to a users / answer group. You can at any given time choose the move the license to another user / answer group

Use this license to record a user / agent in the organisation. All users can be configured different if needed.
Use this license to record an answer group in the organisation. All answer groups can be configured different if needed.

Purchase licenses

Call recording is not included in any package, you need to purchase the licences before you can distribute them to users / answer groups.

You need to have the permission Account to be able to purchase any add-ons.

Improve your customer communication with our Conversation Intelligence service, which provides in-depth insights from your recorded calls. Conversation Intelligence helps you analyze and optimize every customer interaction, read more here.

Storage capacity

You can configure the retention period for recordings, i.e. the time each recording is stored.
- Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months or custom
- Maximum 30 000 stored calls
You can configure the retention period for recordings, i.e. the time each recording is stored.
- Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months or custom
- Maximum 300 000 stored calls

Recordings will be deleted (oldest first) and no longer accessible. You can always download a recording and store it in your own secure way

Permissions user

You can choose if a user should be able to listen to their own recordings. Toggle on / off
You can decide if a user should be able to delete their own recordings. Toggle on / off . We highly recommend you to toggle this off (Off per default)

Permissions answer group

You can choose who should be able to listen to calls made to / from the answer group. Toggle on / off
- Supervisors - all recordings in the answer group
- Agents - own recordings in the answer group
- Agents - other recordings in the answer group
You can choose who should be able to delete calls made to / from the answer group. Toggle on / off
- Supervisors - all recordings in the answer group
- Agents - own recordings in the answer group
- Agents - other recordings in the answer group

Complete search & play access

If a user is in the group "complete search & play access", all previous given permissions will be overruled. Learn more about it here

Settings users

All settings are configured via toggle on / off

- Allow user to configure call recording in activity statues
- Same settings for all us the user's numbers
- Start recording automatically
- Allow user to start/pause recording
- Start recording automatically
- Allow user to start/pause recording