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: Just because call recording is enabled for a project and a user, this does not mean that all calls are recorded. If the caller selects a Result Code that is not configured to record the call, the recording will not be saved. 

 

 

Step 1 - 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.

 

Step 2 - 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. From the Recording drop-down, select Yes.
  5. Once done, click Save.

 

Step 3 - 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. 

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