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.
- 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.
5.) Click the blue Apply Changes button.
Configure User Recording Settings
1.) Click the Account main menu.
2.) Click the Users menu option.
The Show Users page will open.
3.) Click the email address of the User.
The User Settings page will open on the Credentials tab.
4.) Click the Agent Interface Options tab.
Here, you will see a list of settings that control how your Agent sees and interacts with the Agent Interface.
5.) Select an ACL in the Select Agent ACL drop-down.
6.) Click the blue Edit Profile button.
7.) Configure the Recording setting for this User.
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Use Campaign or Queue Settings - The Agent will use the Call Recording Settings of their Campaign or the Queue they are accepting the call from.
- See Edit a Queue - Main Tab to learn more about configuring Call Recording settings for your Queue.
- Never - Call Recording is Off, and the Agent cannot turn it On.
- On Demand - Call Recording is Off at the beginning, but the Agent will have a button to Start and Stop any time during the call.
- All Call - Call Recording is On at the beginning of the call, but the Agent will have a button to switch it Off at any time.
- Force all Calls - This will record all calls, and the Agent cannot turn it On or Off.
8.) Scroll back up and click the blue Save button.
9.) Scroll to the bottom and click the blue Apply Changes button to ensure the new settings are applied to this User.
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