Call Recording

If you have added Call Recording capabilities to your system, this can be enabled within a number of different applications. Here we will cover how this can be done. If you have not added Call Recording, you can upgrade your system to include it via the Dashboard. Currently, call recordings are not deleted from the system, however, this may change in future releases.

The first application that Call Recording can be enabled on is a Telephone Number/DDI. This is the entry point for all inbound calls to the system and is, therefore, the best place to ensure that an entire call is recorded if you are altering recording settings via any other application.

To access a Telephone Number's settings, click on the Configuration tab on the left navigation bar, and then click on the number you are interested in on the subsequent page. (This can also be accessed by using the Edit option on a particular Telephone Number on the Call Flow screen)

As you can see from the above image, there are only a few configurable settings on a Telephone Number. The Record Calls settings has 3 different options which will be consistent across all applications.

1. Yes : This option definitively enables call recording for all inbound calls to this Telephone Number. The call will only stop recording if another application later in the same flow has Record Calls set to No, or is toggled off using the Call Recording Toggle.
2. No : This option definitively disables call recording for all inbound calls to this Telephone Number. Call recording can be started when another application later in the call flow has Record Calls set to Yes, or is toggled on using the Call Recording Toggle.
3. Don't Care : This is the default setting. On a telephone number, this will mean that calls are not recorded. However, in later applications, this will simply inherit the Record Calls settings from the previous applications with that option.

Ring Groups are the primary way to answer inbound calls and are the next applications with the ability to record those calls.

To access a Ring Group's settings, click on the Configuration tab on the left navigation bar, then click on Ring Groups in the options along the top. (Again this can also be accessed by editing a particular Ring Group on the Call Flow screen).

As you can see above the are more settings related to a Ring Group, with the Ring Group membership further down the page. The rest of these settings are covered in Create Ring Groups.

Again you will also see the Records Calls settings with the same 3 options. Options Yes and No behave the same way as described above. The Don't Care option behaves slightly differently since a Ring Group can have another application routed into it (i.e. a Telephone Number) that a Telephone Number itself cannot. Don't Care, as previously described, inherits the Record Calls settings from the previous application with that setting (other applications in between that don't have the Record Calls settings have no impact and also inherit).

The next place that call recording can be enabled is on a specific User. A User is unique in that they can both receive inbound and make outbound calls. Therefore the Record Calls settings on a user are unique compared to other applications.

As you can see from the above image, call recording can be set separately for both Inbound and Outbound calls. The settings on Inbound calls behave the same as a Ring Group outlined above. If a user's Identity is included in a Ring Group, the Don't Care option with again inherit the settings from the Ring Group itself, and Yes will enable call recording while No disables it for this user.

Outbound recording behaves in a similar way, but simply apply when a User makes an outbound call from a registered device.

Call Recording can be toggled on or off during an active call by a user pressing *1. This will only apply if the organisation has the Call Recording application added to their system.

If an Inbound call comes in and is being recorded immediately due to having been enabled on the Telephone Number, but card details are required to be taken over the phone for a payment, legally those details cannot be recorded and the onus is on the user to pause call recording using *1 (a message will be played to the user who used this feature stating Recorded to indicate recording is paused and Is being recorded to indicate recording has started/resumed), subsequently pressing *1 again will then resume the recording.

This works in reverse if the Telephone Number had Record Calls set to No.

A recording can be paused and resumed many times during a call, but will always end up as part of a single recording for the entire call.