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Introduction

The Automatic / Manual Call Recording feature will provide the following features.

  • Record own directs call via "Feature code" or "REC" key on device.
  • Automatic record own direct calls without any user interaction.
  • Automatic record all incoming queues calls.
  • Groups calls are not recorded. For this you can use queues instead of groups.
  • Recordings are visible via user web-interface and can be played/deleted.
  • Recordings can be send via e-mail to user.

 

Important

Recordings are started with a short beep tone for the caller/callee. In some countries this might not be sufficient, as the other party must properly be informed that the calls are recorded. This can be done by first playing an announcement when the calls are coming in with the message that calls could be recorded.


System Settings - Enable the feature.

 

In the web-interface go to System settings - Miscellaneous.

 

 

 

 

SettingDescription
Call recordingEnable/Disable the feature to start the recordings manually
Automatic recordingsEnable/Disable the feature to use the Automatic recordings

 


Manual recordings

 

Prerequisite: Call Recording is enabled in the System Settings.

The user can start the recordings manually via:

DeviceFeature codeRecord key
DE310/410*97N.A.
DE900/700/Maxwell 10*97Yes
DECT devices*97N.A.


Set permissions to use/start manual recordings

In the web-interface go to: Users & extensions - Permissions and change an existing permission group or create a new group that you can assign to the users that are allowed to use Manual Call recording.

Example: We created a new permission group "Call Recording" and added the Permission "Call recording"

 

 

 

 

 

 

 

 

 

Assign the Permission "Call Recording" to the user that is allowed to record his own calls.

Now the user can start the recordings manually via the Feature code "*97" or pressing the "REC" key.

In both cases, the other side will not hear the DTMF tones "*97" that starts the recording. If the permissions are not set correctly, the other side will hear the DTMF tones. This will inform you that there is a Permission issue.

 

 


Listen to the Recordings

 

In the (User) web-interface go to: Menu - Call Lists - Call recordings.

What recordings are visible for the user is defined by Permissions. For this you need to change the permission group of the users that are allowed to see/manage the recordings.

PermissionDescription
Manage automatic recordingsShow all automatic started recordings
Manage manual user recordingsShow all manual recordings, also from other users
Manage own queue recordingsShow the automatic queue recordings.
Manage own user recordingsShow only your own manual recordings.

 

 

 

 

 


Automatic recording direct call to/from a user.

 

Prerequisite: Automatic Recordings is enabled in the System Settings.

In this example we configure the system to automatically record all incoming and outgoing calls to a user.

Direct calls to and from this user. Group and Queue calls are not recorded.

  1. Create a Permission group, you can define the name of the group. (In this example: "Automatic Recording") 
  2. Assign the Permission group to the user. Administration - Users and Extensions - Users - Select user - User groups
  3. Open the Permission group "All Hosts" and Add Permission "Call Recording" apply to the group you created in step 1.

Now all calls are recorded for this user.

  • You can assign the permission group to more users to record more calls for more users.
  • You can create more groups needed to set permissions to listen to recordings for single users and not all users.



Assign rights to see/manage the automatic recordings.

If you create one or more permission (recording) groups, you can determine who can see the Call Recordings from users within these groups.

Like in this example where one person can see the recordings of group "Automatic Recording" and 2 persons can see the Recordings of the group "Sales Recording". You can also assign that people can see multiple groups.

  1. Create a Permission group or more to define the rights of managing (show) the automatic recordings. Or if all Users should be able to see it, just open the Permission group "All users"
  2. Add the right "Manage automatic recordings" apply to: Select the Permission group you would like to Manage.

 

If the users go to: Menu - Call Lists - Call Recordings he can see the automatic recordings for the groups he has the access rights.

 

 


Automatic Recording Queue calls

 

Prerequisite: Automatic Recordings is enabled in the System Settings.

You can enable that:

  • All incoming queue calls for all Queue groups are recorded automatically.
  • Define for which queues all incoming calls are recorded automatically.

Example 1: All incoming calls for all Queue groups are recorded automatically.

  1. Open the Permission group All Hosts
  2. Add Permission "Call Recording" apply to the group "All Queues"

All Queue calls are now recorded.

Example 2: Record only incoming queue calls for one or more queues.

  1. Create a new Permission group, type Queue example named: "CallCenter"
  2. Open the New Permission group "CallCenter"
  3. Add a Member to this group, insert the queue phone number.
  4. Open the Permission group All Hosts
  5. Add Permission "Call Recording" apply to the group "CallCenter"

All incoming Queue call for the Members of the Permission group "CallCenter" are now recorded.


Assign rights to see/manage the automatic Queue recordings.

If you create one or more permission (queue) groups, you can determine who can see the Call Recordings from queues within these groups.

See all queue recordings

  1. Create a Permission group or more to define the rights of managing (show) the automatic recordings. Or if all Users should be able to see it, just open the Permission group "All users"
  2. Add the right "Manage automatic recordings" apply to: Select the Permission group All Queues.

Or see only the recordings for the Permission group "CallRecording"

  1. Create a Permission group or more to define the rights of managing (show) the automatic recordings. Or if all Users should be able to see it, just open the Permission group "All users"
  2. Add the right "Manage automatic recordings" apply to: Select the Permission group CallRecording.


Record outgoing calls

To Record outgoing calls, you need to configure automatic recording direct call to/from for these users/agents.

Reason: Queues are inbound routing groups and when dialling outgoing a Queue is not used.

 


 

 

Important

New recordings are visible after maximum 2 minutes, this depends on the length of the recording and the load of the system.

Send via E-mail

Under the user settings, you can enable the email notification. New recordings will be send via email with mp3 recording file attached.

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