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Turning on on-demand or automatic call recording

Last updated on May 20, 2022
There are two ways to record calls: on-demand and automatic.
 
On-demand call recording lets users manually record phone calls at any time with the press of a button.
 
Automatic call recording will start recording at the beginning of each call and stop once the call ends. This feature is turned off by default.  
 
An admin with Phone System permissions can turn on both on-demand and automatic call recording.
Note: You can record a call using only one method at a time. If a call is automatically recorded, you can’t start an on-demand recording for the same call.
Which type of recording would you like to turn on?
On-demand call recording
On-demand call recordings are saved for 90 days.
  1. Go to the Admin Portal and sign in.
  2. Click Phone System in the top menu.
  3. Go to Auto-Receptionist > General Settings.
Go to General settings
  1. If you have multiple sites set up on your company account, click Main Site to select your main company site.
Note: You can turn on call recording only in your company’s main site settings.
  1. Click Call Recording.
  2. Turn on Enable On-demand Call Recording.
Turn on Enable On-demand Call Recording
  1. If you want to create a custom voice message that plays when the recording starts or ends:
    1. Click Edit under Announcement on Start.
    2. Select Custom, then choose how you want to record the announcement. 
      •  • Phone: We will call your phone to record your greeting. 
      •  • Computer Microphone: Record your greeting using your computer’s microphone.
      •  • Importing: Upload an MP3 file or WAV file. 
    3. Click Done
    4. Follow the steps above to set up Announcement on Stop
  2. Click Save.
Automatic call recording
Automatic call recordings are saved for 90 days. Each account can have up to 100,000 of these recordings.
  1. Go to the Admin Portal and sign in.
  2. Click Phone System in the top menu.
  3. Go to Auto-Receptionist > General Settings.
Go to General settings
  1. If you have multiple sites set up on your company account, click Main Site to select your main company site.
Note: You can turn on call recording only in your company’s main site settings.
  1. Click Call Recording.
  2. Turn on Enable Automatic Call Recording.
Turn on Enable Automatic Call Recording
  1. Click Yes in the confirmation window. 
  2. Check or uncheck the box next to each optional setting. Note: These are turned on by default.
    • Play periodic tones for outbound calls: Plays a beeping sound in fixed intervals as a reminder the call is being recorded.
    • Play call recording announcement for outbound calls: Plays a message informing the person answering that the call will be recorded.
    • Allow mute in auto call recording: Allows the recording to be paused to prevent sensitive information from being recorded.
  1. If you want to create a custom voice message that plays when the call starts:
    1. Click Edit under Call Recording Announcement.
    2. Select Custom, then choose how you want to record the announcement. 
      •  • Phone: We will call your phone to record your greeting. 
      •  • Computer Microphone: Record your greeting using your computer’s microphone.
      •  • Importing: Upload an MP3 file or WAV file. 
    3. Click Done
  2. Add the users and groups whose calls you want to record:
    1. Click Edit under Extensions to Record.
    2. Select a tab from the top of the window.
    3. Check boxes under Inbound and Outbound to select the type of calls you want to record for each user or group. 
    4. You can also check the box next to Inbound or Outbound to select the entire list. Note: Recording outbound calls is unavailable for Call Queues and Paging Only groups. 
Add the users
Note: If you turn on automatic call recording for users assigned to a call queue, make sure you turn it on for the call queue as well.
  1. Click Save when done.
  2. Click Save.
Note: Users will receive an email when they or a group they belong to are added to the list of extensions with automatic call recording turned on. This is sent each month as a reminder their calls are automatically recorded.

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