To enable call recording for your account, click here for detailed instruction. Call Recording is an add-on service that incurs fees per user with the feature enabled.

Once call recording is enabled for your account, users and managers can take advantage of its capabilities.

Agents Recording Calls & Reviewing Audios

• The agent may start and stop call recording using the online Call Room, through the queue window, or dialing ##7 during the call.
• When call recording is activated for a department, the user can only record inbound calls received while in queue. 
• Recorded audios for inbound calls to the department are stored in the department message folder. Only department managers have access to review these recordings.
• If a users wishes to record outbound or individual calls, the Operator will need to enable call recording for that individual user. (For instruction, see the article referenced above)
• Outbound call recordings are stored within the agent’s own message history.

Managers and Operators Recording Calls & Reviewing Audios

• Managers can record agent calls using the “Start Recording” link in the Queue Window.
• Recording Department Calls
  • Call recordings for inbound, departmental calls, are stored in the Department Message history.
  • To access these recorded audios, Department Managers will go to the “Browser Folders” box on your Message Page and look for the department name to access the department’s messages folder.  

• When watching the queue, to determine that a call is an inbound, departmental call, you will see the department name in parentheses next to the agent’s name. 

• Recording Outbound or Individual Calls
  • Queue Managers also has the ability to record the agents’ individual (non-department calls), both Inbound and Outbound calls.
  • These calls will not display the department name in parentheses next to the agent name, and many of these calls display “PSTN Call”, next to the phone number (see screen shot above). 
    o To access recorded audios; since these recordings are not department calls, the audios can be found in that agent’s Messages folder (either within the Inbound or Sent Items folder, depending on what type of call it was). A Department Manager or Operator has access to the agents’ folders in the “Browse Folders” box on the Messages page.