Call Recording - Basic recording system
Call Recording can be found under Features - Call Recordings.
Call Recording is a useful function for training and monitoring purposes. Please remember that if you or your customers are taking card payments over the phone then you need to make sure these calls are not recorded. You should also announce that calls may be or are recorded at the beginning of the call or publicly announce on your website to ensure people are aware you are recording.
To set up call recording, go to the bottom right and press ‘New’.
Record Group Settings
Name
Give it an appropriate name such as ‘Support calls’. This will show in the drop-down options when you want to add call recording to a new service.
Description
If you need more details about the record group, you can enter some more information here. This option is not compulsory.
Owner
If this is selected, it allows ‘users’ to manage this record group. Administrators can see and maintain all record groups.
Record calls in
You can choose Yes or No. You would normally select ‘Yes’ as this option allows the call recording of any inbound calls to a particular service or feature.
Record calls out
You can choose Yes or No. You would normally select ‘Yes’ as this option allows the call recording of any outbound call from a Telephone Line.
Percentage of calls to record
If you want to record a percentage of calls for ‘training and quality purposes’ then you could choose a lower percentage, however, our advice is to leave this set to 100%.
Default expiry time (days)
This is the number of days the call recordings will be stored on the platform before they are deleted.
Email recordings to
If you enter an email address, the system will send the recording to this email address. It is possible to enter more than one email by leaving a space between each email address. Please keep in mind that some email systems are limited on the size of attachments they can receive. The system will attempt to send the call recordings via email 3 times and then the recording will be lost.
Please take note of this warning
Please be aware that long recordings may be too large to be accepted by your email system and may be rejected. In the case of your server becoming unavailable, the system will try to send the file(s) again another 2 times shortly afterwards and after that your file will be lost unless you keep it on our system too.
(S)FTP enabled
This option allows for an FTP or an SFTP server to be set up for the call recordings to be sent to. Enter the details required for the server.
Click on ‘Recordings’ on the right-hand side. You will then see these options.
You can sort and search for the call recording you are looking for by changing the options at the top. A good way to pinpoint the recording you are looking for is to enter the number called or the calling number. When you click update you will be shown your list of possible call recordings. Then, click on the recording you would like to listen to or select more and choose download.
At the righthand side of the page under other options for this record group you will see the following.
Make a copy
Here you can make a copy of the current record group. It will copy all the settings but not copy the actual recordings.
Notes
This is a free text space to enter notes if required
Recordings
Will take you to your recordings of this group
Migration helper
This is a special tool that will allow you to migrate your current call recording group to a new bundled recording group. Please keep in mind that you need to have the new call recording bundles group set up first. From here you can select which call bundle you want each current service to move to. Select each type/service that is currently being recorded in this group and select the new group you want to move the service too, you may notice that some services can only be assigned to certain new bundle groups.
Once all the services have been selected, it will be shown in the Callrec bundle box. This is what will be added to a new bundle group.
Press apply changes and this will allow you to decide on where you want the current call recordings in this standard record group to be moved to. Remember, you don’t have to move the recordings from this group, but you may benefit from migrating to a call recording bundle instead.
Important to note: The below will only be available once all types above have been allocated to new record groups or set to don't migrate.
Discover current call recording usage
Select your new record group that you would like the current recordings to be migrated to. Above is the estimated current size usage, so be sure to pick one that is large enough. If you have moved all the services to a new bundled group and you just want to keep these as a legacy record group, then you can pick a record group that is just big enough as there will be no more recordings created.
Contact email address
Enter your contact email information. Our sales/support team will use this email address to inform you of the migration cost and to provide updates.
Contact phone number
Enter your contact telephone information, this will be the number our sales/support team will contact to inform you of updates.
Once completed and everything is agreed, The migration will take place overnight or over a weekend depending on group size.