Calls can be recorded in mono and in stereo to and from your contact center. For more information on recording in stereo, contact support.
If Call Recording is enabled, there are various messages that can be played by default for inbound and outbound calls.
In most cases, call recordings are stored in the CRM, and playback is available in the CRM record where the recording is stored.
Configuration details
Calls transferred to a third party are recorded; however, once the agent leaves the call, the remainder of the call between the end-user and the 3rd party is redacted.
Call recording can be paused for sensitive information using call redaction.
With Secure Payments, callers are taken through a payment flow and call recording is automatically paused
Call recordings are saved as .mp3 files unless otherwise requested.
Global call recording settings
- Go to Settings >Call >Call Details.
Use call recording
Enable inbound call or agent initiated outbound recording for the environment by default.
Outbound call recording configuration options will show when this is enabled.
Record callback outbound calls
When the Callback overcapacity option is enabled, this setting will enable Callback and scheduled call recordings.
Enable Call Recording Redaction for agents: Enables Call Redaction.
Play Call Recording Messages: Plays a message to the caller receiving the outbound call from an agent. Message name is Record an Outbound Call Message and can be set up in Settings > Languages & Messages.
Record agent-initiated outbound calls
Enables calls recording for Agent initiated calls:
Dialed outbound calls
Short call callbacks - For more information see Call recovery features.
Hang Up And Callbacks - For more information see Call recovery features.
Add a third party calls (while the agent remains on the call)
Enable Call Recording Redaction for agents: Enables Call Redaction to be used on outbound calls.
Play Call Recording Message: Plays a message to the caller receiving the outbound call from an agent. Message name is Record an Outbound Call Message can be set up in Settings > Languages & Messages.
Ask permission to record
Use this setting to choose whether or not to record an outbound call started by an agent.
To enable this option go to Calls > Call Recording and check the checkbox Record Agent Initiated Outbound Calls.
To use this option for outbound calls, the Ask Permission to Record option must be activated.
Record message sequence
The Ask Permission to Record Message recording is configurable at Settings > Languages and Messages > Ask to Record.
This section allows you to specify the order in which your User permission and Call Recording messages are played for the end-user.
For example, since outbound calls do not have an introduction message, you can have the call recording play for consumers before the consent to record (user permission) so they know who is calling (call recording).
Play Ask Permission to Record Message before Call Recording Message
Play Call Recording Message before Ask Permission to Record Message
Callback outbound calls - if the queue is configured for asking to record.
Agent initiated outbound calls - if the Ask permission to record is enabled.
Recording separation
Recording separation enables you to choose to receive separate call recordings for each call segment rather than all of them in a single file. The ability to keep separate call records for each conversation segment allows for more flexible call analysis and, potentially, more efficient issue resolution. Better record analysis allows you to identify specific portions of the conversation where issues might have occurred, allowing you to provide more targeted training and coaching.
To enable this feature, select the Recording Separation checkbox and select Per segment. If you choose None, you will still receive call recordings as a single file.
Use dual channel recording settings
Enable dual channel recording to record your call using two separate channels, for example an end-user channel and an agent channel.
With each party's audio separated into its own track, it's easier to use transcription and keyword analysis to examine the content of a recording. There is also an advantage in the quality of the voice recording when played back. When analyzing calls, dual-channel recordings allow your call centre managers and quality supervisors to concentate on a single channel (only the end-user or only the agent).
This can be enabled at Settings > Call > Call Details > Call Recording > Use Dual Channel Recording.
Selecting the checkbox will record all calls as dual channel audio recordings.
Unchecking the checkbox will record all calls as single channel audio recording.
Record settings at the queue level
Go to Settings > Queue.
Click Edit / View for the channel you want to set up.
Select the menu option that you want to set recording options for.
Choose a recording option for the particular queue selected.
Record: Records all calls
Do Not Record: Does not record any calls for the queue
Ask Permission to Record: Asks the caller for permission to record
Channel
Note: This setting behaves different based on channel
IVR
When using the Ask Permission to Record option, you will need to add the Ask to Record message found on the IVR Message Setup page. The caller will need to press 1 to not be recorded - any other entries or a lack of pressing one will result in the call being recorded.
Mobile SDK
- Click Set Call Recording Option to save your recording choice for the queue.
Listen to call recordings
Once the call has been recorded, the recording will most likely be saved in your CRM, depending on your configuration. The following are examples of where it could show up in your CRM.
Zendesk
The recording shows in an audio player as part of the private comment.
Salesforce
The call recording shows as an attachment to the case or in the CCAI Platform Session object.
Kustomer
The recording will show in-line within the Kustomer conversation.