Call Recording

If you want to capture the audio of some or all of the calls involving a specific Customer, you can do so using Call Recording.

This feature can be used to record the following:

Once this feature is enabled, some or all affected calls will be recorded automatically, and the resulting audio file will be accessible from the corresponding Call Details page. Each recording begins as soon as the caller hears the ringing tone, and will capture what they hear and say for the duration.

If you enable this feature, you can opt to record a certain percentage of calls made or received. If so, each time a call occurs it is as likely to be recorded as the percentage you chose.

For example, if you chose to record 80% of calls, each new call has an 80% base chance of being recorded. For that reason, the actual number of calls that are automatically recorded will be close to—but not exactly—80% of the total.

You can also allow Agents to determine when recording happens by allowing elective call recording.

By default, call recordings use single-channel (mono) format, with the voice of both parties recorded on that channel. We offer a paid facility to record in dual-channel (stereo), where the voice of each party is recorded onto a separate channel. This is primarily used for speech analytics, and due to the size of such recordings they are generally kept for less time so as to minimise storage costs associated with the Customer's account.

Implementation

To enable call recording, ensure each of the following:

  1. A suitable price list, including rates for call recording, has been created by – or on behalf of – the Customer.

    To ensure appropriate billing for this feature, the price list entry should include Rental, PPM, Storage, Setup, and PPC.

  2. For recording inbound calls, ensure that the feature has been switched on for all intended services.
  3. For recording outbound calls, configure which calls to record based on the individual Agents that will be making them, and the individual CLIs permitted to make IDA calls.
  4. If elective call recording is enabled, and you want to fine-tune the behaviour of inbound call recording in a specific queue, use the following topics to do so:

Further Reading