This article shows how to configure call recording for an entire domain, per user, per device, or per queue.
WARNING - Call Recording is a chargeable service, please see your rate card for more details. For any further questions please reach out to your account manager.
Contents
- Setting a Recording Quota
- Per Domain Recording
- Per User Recording
- Per Device Recording
- Per Queue Recording
Setting a Recording Quota
Before setting up recording it's important to set up a quota. A quota determines how long call recordings are stored for, or how much space they take up.
IMPORTANT: If you don't configure a quota, then call recordings will never be deleted which may lead to bill shock down the line.
First you want to edit a domain
From here select "Recording" and then tick the box that says "Use custom limits for this Domain"
If you don't see the above Recording tab on the domain config page, please raise a ticket to our support team and someone will enable it for you.
You have 4 options when setting quota's, these are:
- Max Recorded Calls (Count) - Will delete calls after a specified amount. For example if you set this to 100, then you will ever have the past 100 calls recorded, and the oldest will be deleted as you get more.
- Max Recording Size (GB) - Set a value in Gigabytes that once the call recording storage for this domain goes over, the oldest call(s) will be deleted.
- Max Recorded Time (Hour) - Setting a value here will count up how many hours of recorded call time is stored, and then delete the oldest call(s) once more calls are made.
- Max Retention Length (Day) - Will delete calls after a specified number of days. For example setting this to 60 will store every call made in the past 60 days, deleting calls automatically each day as they get older.
You can have more than one quota configured and it will delete calls based on which quota is reached first.
When you're happy with the quota, click save.
Domain Recording
To enable domain recording, head to "Basic" on the domain settings then set "Record" to yes.
When done click save. Now all calls made on the domain will be recorded.
Domain call recording will override all other call recording types, so if you want to configure certain users to be record make sure this is set to no and move down to the User Recording section.
User Recording
To record a user's calls. Head to the "Users" section of a domain and select the user you want, then set "Record User's Calls" to "Yes".
This will now record any inbound and outbound call this user makes from any device that is associated with this user.
User call recording will override device call recording on this user.
You can also select "Hide Recordings in Domain-Level Call History", this will prevent any other user's, even Office/Site Managers, from viewing this User's call recordings.
Any admin's with Masquerading enabled will be able to view this user's call recordings if they masquerade as them, so ensure this feature is disabled for Office/Site managers if you intend to use this tick box.
Device Recording
To record all calls on a particular device, such as a desk phone or the mobile app, head to a user's settings and then select "Phones".
From there select edit next to the device you want to record.
Now select "Yes" under "Record Calls".
Once happy, click Save.
Queue Recording
To record all queues in to a queue, select "Call Queues" then edit the queue you want recording on.
From here set "Record Calls" to "Yes"
Click save, and now all calls to this queue are recorded.
Queue recording will record inbound calls to the queue only.
If you need the users in the queue to be recorded on outbound calls, ensure that recording is configured on those user's as well.