Call Recording
Table of Contents
Prerequisites Enable Call Recording for a Domain Enabling Call Recording on a Call Queue Enable Call Recording for a User Access Call Recordings Call Recording Policy Who Owns the Call? Enable Remote Storage Location for Recordings How to Locate Call Recordings on Remote Storage Notes Regarding Remote Storage LocationsPrerequisites
- Office Manager Access to Manager Portal or higher.
- Enabling Domain level call recording reguires a reseller or higher scope.
Enable Call Recording for a Domain
- Log in to the Manager Portal
- While creating a new domain or editing an existing domain, select " Yes " from this drop-down.
Enabling Call Recording on a Call Queue
Call Queues will only record calls within the queue. If a call in a queue is transferred to another extension or call park, the portion of the call after the transfer will only be recorded if the user has recording turned on.
- Log in to the Manager Portal and Navigate to Call Queues.
- To configure the Call Queue, select the queue name (a hyperlink; you can also select the pencil icon).
- The edit modal opens. Select the Basic tab.
- Set Record Calls to Yes.
- Click Save
Enable Call Recording for a User
- Log in to the Manager Portal and Navigate to Users
- Select the user you want to edit (the user's name is a hyperlink; you can also select the pencil icon).
- Navigate to the Profile tab, set Record User's Calls to Yes, and scroll down to click the Save button.
- Scroll up and navigate to the Phones tab. Click on the user's device.
- Set Record Calls to Yes and Click Save.
Repeat this step for all devices under that extension. NOTE: If a device does not have call recording turned on, calls to that device will not be recorded even if the user has call recording turned on.
Suppose you have a user with sensitive information, perhaps being recorded, such as an HR Manager or CEO. In that case, you can disable the user's call recordings from being heard in the domain-level call history (except Reseller or Super User levels). You can turn this feature on under the User's Profile, here:
What about other users on the call? Think of it this way if User 1 has recording enabled, but chose to "hide recordings", then the only scenario in which another user on the call (User 2) can listen to a call involving User 1 is if User 2 also recorded the call themselves. If User 2 does not independently record the call (clicks the "record" button during the call or enables call recording for all of their calls), and User 1 has "hide recordings" checked, then User 2 will not be able to listen to the call recording.
Access Call Recordings
- Log in to the Manager Portal and select Call History
- Next to the call, you'd like to select the speaker icon to listen or the download icon to save the recording.
Call Recording Policy
| If a Call Recording is enabled here: | Policy that Applies |
|---|---|
| Domain | Call Recording enabled on a domain level means this policy applies to all users within this domain. Users cannot opt out when domain level recording is enabled. |
| Queue | A queue is a system user. With Call Recording enabled, all calls in the queue are recorded, no matter what the user or device policy is. It is highly recommended that if queue recording is enabled that all users in the queue also have it enabled; otherwise, if an agent receives a call directly and not through the queue, it won't be recorded unless the agent has recording enabled. |
| Device | If Call Recording is enabled on the device level, all calls on this device are recorded. |
| Agent | If an agent enables Call Recording, all calls on their extension will be recorded. |
| User | Similar to an agent, if Call Recording is enabled, all calls on their extension will be recorded. |
Who Owns the Call?
As seen above, the Call Recording policy follows the owner of the call. There are some situations where the owner of the call might be unclear, in which case, consider the following specific scenarios:
1. Call Recording has been enabled on a call queue. If a call rings in and is answered by an agent who does not have Call Recording configured for their extension or device, the call will still be recorded. Remember that a call queue is a system user; in this case, the queue remains the owner of the call.
2. Take the same situation from #1, but the agent transfers the caller out of their queue and directly to their manager. The manager does not have Call Recording enabled, and neither does their domain. Call Recording stops when the call is transferred to the manager. The stored recording will play back the call until the call is transferred.
3. Now, take the same situation from #1 again and add #2, except the manager has call recording enabled on one of his devices this time. He answers the call with this device instead this time. The recording still stopped when it was transferred to him because he is out of the queue policy, but now a new recording will begin because his device has call recording enabled, too. He finishes the call. The complete call produced two call recordings: one with the queue user before the transfer and one with the device after the transfer.
| Where is Call Recording Enabled? | Scenario | Expected Behavior |
|---|---|---|
| Domain | An on-net or off-netcall to any type of queue. It could also be routed to the queue from an Auto Attendant. It is answered by an on-net or off-net Call Center Agent. |
Call Recording enabled at the domain automatically turns on recording for device, queue, and user. Call recording is available in domain and Call Center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone, and regardless of queue type. |
| Agent | An on-net or off-net (GEO) call to any type of queue. It is answered by an on-net Call Center Agent. |
Call recording is visible to agent and higher scopes (Call Center Supervisor, Office Manager or higher). This behavior applies regardless if the agent was added to the queue by user or by phone, and regardless of queue type. |
| Device | An on-net or off-netcall to any type of queue. It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is visible to agent and higher scopes (Call Center Supervisor, Office Manager or higher), regardless of the queue type. It applies when the agent was added to the queue by phone and not by user. |
| Queue (Round Robin, Ring All, Tiered Round Robin, Linear Hunt, Linear Cascade) | An on-net or off-net call to any type of queue. It could also be routed to the queue from an Auto Attendant. It is answered by an on-net or off-net Call Center Agent. |
Call recording is available in domain and Call Center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Agent + Device |
An on-net or off-netcall to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Agent + Caller |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Device + Caller |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher.. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Queue + Agent | An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Queue + Caller |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Queue + Device |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Queue + Device + Agent | An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Queue + Device + Caller |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Agent + Caller + Device | An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
| Agent + Queue + Caller + Device |
An on-net or off-net call to a queue (round robin, linear hunt, or ring all). It could also be routed to the queue from an Auto Attendant. It is answered by an on-net Call Center Agent. |
Call recording is available in domain and call center reports call history for these scopes: Call Center Agent, Call Center Supervisor, Office Manager or higher. Agents that are not on the call cannot access the recording. This behavior applies regardless if the agent was added to the queue by user or by phone. |
Enable Remote Storage Location for Recordings
Valid Storage location types are as follows.
- AWS S3 Standard
- AWS S3 Glacier IR
- Wasabi
- FTP
- FTPS
- SFTP
- Log in to the Manager Portal
- Navigate to Call History
- Click on Recording Storage Settings
- Click Add Remote Storage from the right-hand corner.
- Name: Unique Name for this storage location.
- Enable: Set to yes to enable the remote storage
- Storage Type: Set the desired storage type
- Region: Values differ depending on which Storage type is used. For AWS S3, select the region where the S3 bucket is set up.
- Bucket: Name of the bucket
- Access Key: AWS IAM User Access Key for a user who has access to the S3 bucket
- Secret: AWS IAM user secret that is paired with the Access Key
- Email Contact: Valid email for any users who should receive alerts if there is a connection failure, or upload error for this Storage location.
- Click Add.
- The screen will update to an auto-tester to ensure the information was entered correctly and all required permissions are set. All checks should pass. If there are any errors, the check will fail, and you will need to recheck your settings to confirm the information was entered correctly and that the user has the appropriate permissions.
- Click Close.
The remote recording storage location is now active, and new recordings will begin to upload to the area for storage.
Local and remote recordings will be available for playback and download from within the portal.
How to Locate Call Recordings on Remote Storage
-
Manager Portal Call History: You can access Call Recordings within the retention period
(default is 30 days). - Daily Folder: A daily folder is created, where you can search for calls based on the date
-
Call ID: You can search for the call using the Call ID. The Call ID can be found after the
aud- prefix of the file name.
You can also right-click inspect on the "Listen" button and view the file name.
The Call ID can also be found in the Call Trace of the first invite to the user:
Notes Regarding Remote Storage Locations
- Remote file storage is not configurable via the API but is only available via the portal.
- The system will not allow the removal of existing remote storage settings without a replacement remote storage configuration.
- If a remote storage configuration were temporarily unreachable, files would resume being saved on the Recording Server's local file system. They will not resume offloading until new, valid, functional remote storage settings are applied.
- There is no way to offload old recordings retroactively. Only newly created recordings can be offloaded.
- You cannot migrate from one storage location to another.
- Only one configuration can be enabled per archive Level and matching resource. You can add multiple configurations, but only the "enabled" one will be used for new remote archive requests. The disabled ones will only be available for playback of previously archived recordings.
- Calls older than 60 days cannot be listened to on the portal as our recording server's retention policy does not fetch them.