Call Recording
Overview
Call recording allows admins to record calls for one or more users. Recordings can be accessed in the Call Analytics section and activity log. Only admins can enable or disable this feature.
Note:
Only the admin can enable or disable call recordings.
Benefits of Call Recording
Quality Assurance and Training
Review calls to ensure compliance with company guidelines and improve employee communication skills.
Dispute Resolution
Use recordings to clarify misunderstandings and resolve conflicts effectively.
Employee Performance Evaluation
Assess employee performance based on recorded interactions.
Process Improvement
Analyze recordings to identify customer preferences and improve services.
Configuring Call Recording
Capture and store conversations with call recording for quality assurance, compliance, or reference purposes.
- Login to your account.
- Go to “Settings” and click “Global Settings”.
- Scroll down and click “view” next to“call recording”.
- Set the recording to “On” next to the desired user’s name.
- Choose between On-Demand Call Recording or Auto Call Recording.
You can also turn on call recording by following the steps below:
There are two options available for Enable and Disable call recording.
- On Demand Call Recording
- Automatically Record All Calls
On-Demand Call Recording:
It allows you to start recording a call whenever you need to. Just click the “Record Call” button during the call.
Automatically Record All Calls:
This option records all incoming and outgoing calls automatically, so you don’t have to start the recording manually
Listening and Downloading Recorded Calls
Listen to and download recorded calls to review conversations and ensure compliance, or retain them for future reference.
- Log in and go to “Analytics.”
- Click the “Reporting” section.
- In the “recordings” you can view all the “recorded calls”
- Click “Play” to listen or “Download” to save a copy.
Note:
A user can listen and download only his calls, and the admin can listen and download all the recorded calls.
Accessing Call Recordings in Call Logs
Access call recordings directly from the call logs to review past conversations and manage recordings efficiently.
- Log in and go to the “Dialer” icon.
- Access the “call logs” interface.
- Hover over a number and go to “Call Info” for more details.
- Here listen or download call recordings.
