Overview
Call Recording settings can be managed by Campaign and by User. Admins can force recording for every call, allow Agents to to start and stop recordings, or not record at all.
Note: An Agent's Recording settings will override the Campaign Call Recording configuration.
Contents
Configure Call Recording in a Campaign
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.
The Campaign Settings page will open on the General tab.
4.) Scroll down to the Call Recording section and select one of the options in the Recording Call drop-down.
Recording Call
- Never: No calls will be recorded.
- On Demand: This setting allows the Agent to choose when to start or stop the recording using the recording button, Start Recording, in their Interface.
- All Calls: This will initiate recording at the beginning of all calls but will allow the Agent to stop the recording if needed.
- All Force: This will record all calls. The Agent cannot start or stop recordings in this mode.
Note: The Recording Call setting only applies to the Lists assigned to the specific Campaign. If an Agent logged into Campaign A dials a Lead from a List assigned to Campaign B, then Campaign B's Recording Call setting will be applied.
Force Continue Recording
- Follow Global Settings: Will follow the option selected in Global Settings for the campaign.
- All Force: Will record all calls post transfer. The Agent cannot stop recordings in this mode.
- Never: No calls are recorded. In the agent console, the checkbox is disabled and by default unchecked
- On Demand: Agent chooses when to record the call. In the agent console, the checkbox is enabled and by default is unchecked.
5.) Click the blue Apply Changes button.
Recording Call vs. Force Continue Recording
Call Recording is Pre-Transfer.
A button on the Agent Console.
Force Continue Recording is Post Transfer.
A checkbox in the Agent Console Transfer Conference Functions modal window.
| Pre Transfer - Recording Call | |||||
| Never | On Demand | All Calls | All Force | ||
|
Post Transfer - |
Never | No calls are recorded. | Pre: Agent chooses when to record the call. Post: Cannot record post transfer. |
All pre-transfer duration is recorded, but agent can stop at any time. Cannot record post transfer. |
All pre-transfer call duration is recorded. Cannot record post transfer. |
| On Demand | No pre-transfer call duration is recorded. Agent can decide to record post transfer. |
Agent chooses when to record the call pre-transfer and post transfer. | All pre-transfer duration is recorded, but agent can stop at any time. Agent decides to record the call post transfer. |
All pre-transfer call duration is recorded. Agent decides to record the call post transfer. |
|
| Forced | No pre-transfer call duration is recorded. All post-transfer call is recorded. |
Agent chooses when to record the call pre-transfer and all post-transfer call duration is recorded. | All pre-transfer duration is recorded, but agent can stop at any time. All post-transfer call duration is recorded. |
The full call is recorded, pre and post transfer. | |
Read More: Configure User Recording Settings
How'd you like this article?
Sign in and vote!
👇