Manage Call Recordings

Here you can learn more about how to set up call recording in your projects..

Table of Contents

• To Enable or Disable Call Recording
• To Enable or Disable Call Recording in IVR
• To Start Call Recording at a certain point in an IVR
• To Allow Call Recording After Outbound Transfer
• To Allow or Prevent Agents from Toggling Call Recording On or Off Manually
• To Start or Stop Call Recording at a Certain Time with the Agent

To Enable or Disable Call Recording

If this option is enabled, all phone conversations (including call transfers and redirects) between an agent and client (excluding IVR) will be recorded. You may disable the call recording option only if local laws and regulations relevant to the given project do not require it.

1. Select a project from the project list, then select Voice.
2. Mark or unmark the Voice recording checkbox.
3. Press Save.

Note that:

• If a call is transferred to another project in VCC Live, then Call Recording settings from the other project will NOT be applied once the call is transferred. The call recording settings from the project where the call is transferred are applied instead.

To Enable or Disable Call Recording in IVR

You can enable or disable call recording in the IVR menu. If this option is enabled, the call recording process starts as soon as the connection is established. In other words, the call is recorded not only when the customer and agent are talking, but already when the customer encounters the first playback or any other inbound process of the IVR structure.

1. Select a project from the project list, then select Voice.
2. Mark or unmark the Record voice in IVR checkbox.
3. Press Save.

To Start Call Recording at a certain point in an IVR

1. Select a project from the project list, then select Inbound.
2. Add a process called Voice Record
3. Set the Action to Start

Note that:

• If Voice Recording or Record Voice in IVR is already enabled, then adding this process won’t change the Call Recording setup.

To Allow Call Recording After Outbound Transfer

You can enable or disable call recording after an outbound transfer. If this option is enabled, the call recording process continues after the outbound transfer. In other words, the call is recorded not only when the customer and agent are talking, but even after when the operator transfers the call to an external number.

1. Select a project from the project list, then select Voice.
2. Mark or unmark the Record voice after outbound transfer checkbox.
3. Press Agent voice recording management.

To Allow or Prevent Agents from Toggling Call Recording On or Off Manually

By enabling this function, agents can manage voice recording (double-click on the icon). Only available if it’s enabled under agent privileges.

1. Select a project from the project list, then select Voice.
2. Mark or unmark the Record voice in IVR checkbox.
3. Press Agent voice recording management.

Note that:

• To enable this option, you also need to enable Voice Recording

To Start or Stop Call Recording at a Certain Time with the Agent

You can implement this by using startVoiceRecording or stopVoiceRecording functions in our Script SDK.

Please note that these functions are not recommended to be used with the global.onLoad event, as in certain scenarios call recording won’t be started/stopped. It is recommended to use Voice Record IVR process instead.