Call Recording Overview

Call recording is valuable to keep important conversations, help train employees, evaluate their performance, and provide them with feedback. This topic describes how does call recording work, recording types, recording prompt, and recording management.

How does call recording work

The system records the conversation automatically when a call is established. During call recording, the user can pause and resume recording to avoid the sensitive information being recorded. After the call ends, the system converts the conversation into audio files (.wav) with a digital signature.
Note: The digital signature ensures a recording is not altered in any way.

Recording types

You can set up call recording for extensions, trunks, conferences, and queues respectively.

  • Extensions: Record all the calls of the specified extensions, including the internal calls and external calls.
    Note: Paging/Intercom call and voicemail on the specified extension would not be recorded.
  • Trunks: Record all the calls on the specified trunks, including inbound calls and outbound calls.

    For example, for employees who use a dedicated trunk to deal with customer issues, the system only records all the calls on this trunk.

  • Conferences: Record the conversation of all members who join the specified conference rooms.
  • Queues: Record the calls based on the specified queues.

    For example, an agent logs in to two queues(Service and Support), and call recording is enabled for Service. The system can record all the calls from Service, but not record the calls from Support.

Note: The system automatically records a queue call or a conference call only when you activate recording for a queue or conference. For example, extension 1000 is an agent of a queue, you activate recording for extension 1000, but not activate recording for the queue. When extension 1000 answers a queue call, the call is not recorded.

Recording prompts

By default, the system does not play any prompts when a call is being recorded.

To ensure that recordings are lawful and callers have given their consent, you can customize recording prompt for internal calls, inbound calls, and outbound calls respectively. The system plays the recording prompt before call recording begins.

Recording management

  • For users: The users can monitor call recording status on IP phones, pause and resume recording during a call.
  • For administrator: The administrator can set up a storage location for recording files, manage the recording files, and grant permission to other users.