How to Enable/Setup Call Recording

Call recording is a great feature for many reasons. A couple of the main reasons would be for training purposes and to keep track of previous conversations in more detail than comments/notes could provide. There are 3 sections that you must enable Call Recording in order for calls to get recorded. In this article, we will go over how to make sure Call Recording is enabled properly. 

Note: If you want to listen to calls, you can find the steps how in the How to listen to Call Recording article.


To Enable Call Recording - Per User(s):
1. Log in to VanillaSoft as an Account Administrator.
2. From the Admin side, click on Users from the top menu.
3. Go into the Manage User Licenses section.
4. Check the Call Recording checkbox beside each user you would like Call Recording enabled for.
5. Once done, click Save on the far-right.

To Enable Call Recording - Per Project:
1. Log in to VanillaSoft as an Administrator.
2. Open the project you would like Call Recording enabled for.
3. From the top menu, go into the Dialing & Recording section.
4, You should see a Recording drop-down listed. If so, drop the menu down and select Yes.
5. Once done, click Save.

To Enable Call Recording - Per Result Code
:
1. Log in to VanillaSoft as an Administrator.
2. Open the project you would like Call Recording enabled for.
3. From the top menu, go into the Workflow/Routing tab and select the Result Codes section.
4. Check the Recording box for all the result codes you would like to be recorded.
5. Once done, click Save.

Note: The start time of the call needs to be within 2 minutes of the contact routing to the caller in order for the recording to be stored. If the caller starts the call after 2 minutes of the contact being routed, the recording will still be saved but you will need to find it from your VanillaSoft VoIP Portal. Instructions on how to do this can be found in the How to listen to Call Recording article. 

Have more questions? Submit a Ticket