TABLE OF CONTENTS

Problem statement

  • What are my options for recording calls?


Upon completion of this article, you should know the following

  • Different options for Call Recording
  • How to configure Call Recording to meet your specific needs

How to


Queue Call Recording

  • Enabled by editing the Call Queue (Basic Users and Call Center Agents can not change this value) and setting "Record Calls" to "Yes"


  • This only applies to calls which are sent directly to a Call Queue

    • Direct Dial pointed at the Call Queue

    • Transfers to the Call Queue

    • Auto Attendants pointed at the Call Queue

    • Calls to the Call Queue

    • Callbacks from the Call Queue

  • The User and Phone Level recording does not need to be turned on if the Queue is calling them, but calls and transfers directly to the user extension or specific phone and regular outbound calls will not be recorded


User Level Call Recording

  • Enabled by editing the User Profile (Basic Users and Call Center Agents can not change this value) and setting "Record User's Calls" to "Yes"

  • Applies to calls which are directed at the specific User Extension

    • Direct Dial pointed to the User Extension

    • Auto Attendant pointed to the User Extension

    • Transfers to the User Extension

    • Calls to the User Extension

  • Outbound calls from any phone are recorded

  • Does NOT apply to calls sent directly to a User's Phone

    • Call Queues

    • Transfers directly to a specific phone (100m, 100wp, etc)

    • Calls directly to a specific phone (100m, 100wp, etc)


Phone Level Call Recording

  • Enabled by editing the Phone Configuration (Basic Users and Call Center Agents can not change this value) and setting "Record Calls" to "Yes"

  • Applies to calls which are sent directly to a User's Phone

    • Call Queues

    • Transfers directly to a specific phone (100m, 100wp, etc)

    • Calls directly to a specific phone (100m, 100wp, etc)

    • Only outbound calls from the specific phone are recorded

  • Does NOT apply to calls which are directed at the specific User Extension

    • Direct Dial pointed to the User Extension

    • Auto Attendant pointed to the User Extension

    • Transfers to the User Extension

    • Calls to the User Extension