Call Recording

Contents

• 1 What can I do here?
• 1.1 Screenshot
• 1.2 Enabling Call Recording
• 1.3 Dial Plan
• 1.4 Call Recording On Request
• 1.5 Listening to Recordings
• 1.6 Disabling Call Recording
• 1.7 Notifications for Call Recording

What can I do here?

Call recording allows calls to be recorded. Call recording must first be explicitly enabled in your account settings. There is a checkbox to allow it with a notice about obligations. When a customer is put on hold, only silence is recorded, what the calling party says is not recorded and therefore cannot be played back.

Screenshot

Enabling Call Recording

Call recording can be activated for incoming and outgoing calls at different locations. For incoming calls, a routing step can be set in a dial plan. Recording for outgoing calls is set under the "Call Recording" section in the admin menu. In the "Call Recording" menu, recording can be activated for outgoing calls from "all" VoIP accounts, "none" or selected VoIP accounts. The costs for call recording are charged per recorded minute per month that the recording is stored.

Dial Plan

For incoming calls, a call recording routing step must also be included in the dial plan. The call will be recorded from that routing step onwards.

Call Recording On Request

It is also possible to record only specific calls. This does require a manual action.

Under the Call Recording module, the option for Call Recording On Request can be checked. When this option is enabled, you can during the call start recording the call by entering *2. It is not possible to stop the recording, and the recording only stops when the connection is terminated.

Listening to Recordings

In the call list on our portal, the recordings can be easily played back and downloaded.

Disabling Call Recording

If you want to disable call recording, you can uncheck this functionality and remove it from the dial plan. Note: a retention period has been set for all calls that have been recorded previously and this remains active. If the customer also wants to delete all call recordings immediately, set the retention period to 1 month. All calls will then be deleted in the coming month.

Notifications for Call Recording

Call recording may only be used if customers are informed about it. The notifications module is required for this.