The “Call Recording” feature allows clients to record calls of necessity. You can view the detailed instruction on how to enable and set up this feature in the system.
The “Call Recording” feature allows clients to record calls of necessity. It helps to optimize the inbound and outbound calls by allowing management and employees to revisit conversations for quality assurance. This feature is available on-demand and can be enabled or disabled on any Call Logic Product.
Note: The "Call Recording" option is disabled, the "Speech to Text", "Keyword Search" and "Numerical Data Redaction" features will also be disabled.
To enable the “Call Recording” feature, go to the System Management > System Subscription section and click the “Additional features” link to expand the list of additional features.
In the list of additional features, find the “Call Recording” option and click the “View/Edit” button.
In the pop-up window, click the “Activate” button to enable the option.
To listen to the recorded file, go to the All Reports > Publisher Reports (Buyer Reports) > Call Details section, select the “Lead Details” tab and click the “Play” button in the “Duration (Buyer)" column of the report.
To be able to listen to the record, make sure to enable the two-factor authentication. If the authentication is disabled, you will see the corresponding message in the pop-up window. Read about how to set up the Two Factor Authentication in the Knowledge Base article.
You can listen to the record in the “Lead Info” section, the “Call Record” tab as well. To be able to listen to the record, make sure to enable the two-factor authentication.
To effect the percentage of recorded calls for the product, go to the System Management > Products section, click the “Settings” button next to the product.
Select the “Recordings” tab and enter 100 in the “Record X percent of total calls” field to record all calls for the product. To record fewer calls, enter the value under 100. The calls will be recorded randomly.
To set up the moment when the system starts the call recording, enter the required value in the “Start Recording From: Hour, Minute and/or Second” fields. To set up the moment when the system finishes the call recording, enter the required value in the “End Recording In: Hour, Minute and/or Second fields.
To prevent the call recording for a specific Campaign, go to the Client Management > Setup > Campaigns section, click the “Configure” button, select the “Phone/IVR” tab, and enter the “0” value in the “Override Call Recording Percent” field. To override the call recording percent set on a product level, enter the value that will define the percentage of calls to be recorded for the campaign in the “Override Call Recording Percent” field.