Call Recording #
If required, call recording can be enabled on a customer by customer basis. Once enabled, all calls made on the system are automatically recorded unless specifically disabled by modify either the customer-wide or user specific recording rules.
note
There are additional costs incurred if call recording is enabled for a customer. For more information, please speak to your ~.Dimensions.~ sales contact.
Storage
The storage type needs to be selected when enabling call recording for a customer. The storage types available selection will vary:
- ~.Dimensions.~ Storage - Secure and resilient storage using the Microsoft Azure infrastructure.
- Reseller Storage - Shared storage configured at reseller level which can be used by multiple customers.
- Custom Storage1 - Dedicated storage configured specifically for a customer.
Access to recordings is available through the ~.Dimensions.~ customer portal via the call sessions view. This view can be accessed from any Call List report or by clicking-through one of the summarized reports.
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If required, custom storage can be manually provisioned for customers wishing to store recordings in their own AWS S3/Azure storage account. Speak to your ~.Dimensions.~ sales contact for more information. ↩︎
Retention Period
When enabling call recording, a recording retention period must be selected. By default, 3 months of storage is included for each Single/Multi-Device user added to the system. If a longer retention period is required, there are a range of options available for an increased price.
The retention period can be increased at any time for a customer, but will only apply to recordings made after the retention period was changed. Any recordings already stored will be retained based on the retention period configured when they were stored.
warning
Retention periods can be increased, but not decreased.
Recording Settings
By default, recording of all telephone calls on the system is enabled when call recording is enabled. This configuration can be modified as required.
These settings control the default policy of how calls are recorded at the phones connected to the system. These settings will take effect unless they have specifically been overridden at user or device level.
| Configuration | Description |
|---|---|
| Record User/Devices by default | Enables or disables the recording of all users and devices by default. |
| Enable On-Demand Recording | Enabled the manual control of record. If recording is disabled on a user/device, the on-demand code can be used to record specific calls |
| On-Demand feature code | Controls recording of incoming external calls to devices |
note
Calls which are delivered through queues will automatically be recorded when a user is made an agent. This can be disabled if required under the user's specific settings.
Recording Overrides
Call recording by default is set to inherit from account settings at both User and Device level.
For more information on how call recording setting overrides work, please refer to the Call Recording section of the getting started section.