Call Recording Control Panel

Updated: May 29, 2024

Our platform has the ability to record phone calls based on the type of phone call involved. The Call Recording Control Panel is used to bring the enabling and disabling of the call recording settings into one central location.

Go to: Account > Call Recording Control Panel

The Call Recording Control Panel allows for the management of call recording settings across various PBX objects: campaigns, queues, user phones, ring groups, external phone numbers, and external SIP URIs.

The "Call Recording Enabled For All" column provides a visual overview of the current settings status for the listed PBX objects. A green check mark indicates the feature is enabled every setting within the object and a gray x indicates it's disabled for every setting within the object. For example, if "Turn On" is clicked and then one settings is later disabled, then the settings status will grayed out. The same is true for the "Turn Off" feature.

The "Controls" column allows users to easily view and modify the call recording settings within the PBX object by clicking See All to view the status and using the Turn On or Turn Off buttons to enable or disable the settings.

Turn All On, Turn All Off

To enable call recording for every PBX object listed on the panel, click Turn All On, which is located on the upper right corner of the page. When the page refreshes, the "Call Recording Enabled For All" column is enabled. To disable all call recording, click Turn All Off.

Recent Calls and Call Transcripts

The Recent Calls and Call Transcripts pages also contribute to the utility of the call recording feature.

Go to: Reports > Recent Calls

When the call log of a record-enabled call becomes available on the Recent Calls page, it's call recording features become accessible. For example, press the Play button to listen to the recording, click Download to download a copy of the recorded call file, and click File URL to populate the web address where the audio recording can be played from.

On the Recent Calls main page, click Filter Results to view the "Transcript Search" feature. Enter any keyword(s) that may be associated with the conversation. Click Filter to run the query.

Go to: Reports > Call Transcripts

The Call Transcripts page can also be used to read transcripts. Click Filter Results to view the "Transcript Search" feature. Enter any keyword(s) that may be associated with the conversation. Click Filter to run the query.

Conclusion

Call Recording is an essential feature that comes with many benefits. It's helpful in training agents as well as ensuring quality assurance. Managers find this feature crucial when compliance is of utmost importance.

*Note: When new agents are created, they do not have call recording on their phone enabled by default.