Enable Automatic Call Recording
- 18 Oct 2023
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Enable Automatic Call Recording
- Updated on 18 Oct 2023
- 3 Minutes to read
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Article Summary
The content explains how to enable automatic call recording for different aspects of a business, such as the main line, departments, coaching teams, contact centers, and the entire office. Admins can access the settings through Dialpad.com and select the desired option. They can also choose what calls to automatically record, whether to record the agent's screen, and if the agent can pause the recording. There is an exemption list and a call recording greeting that can be created. Operators and agents assigned to shared lines with call recording will see a banner indicating that the call is being recorded. Users can stop and start call recording during active calls if the "Pause Recording" setting is checked.
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If you run a contact center team, or a business that’s always on the phone, you know how hard it is to keep an eye on everything. Even an average-size contact center can take hundreds of customer calls a day, and call recording is a lifesaver when it comes to monitoring agent quality and customer satisfaction. Admins can turn on automatic call recording at the office level (for all or a select group of users), as well as for shared lines including the main line, departments, coaching teams, and contact centers.
Let's take a look at how this works.
Who can use this feature
Automatic call recording is available to all customers on the Pro and Enterprise plans.
Enable call recording - mainline
To enable automatic call recording for your main line, head to your Admin Settings from Dialpad.com
- Navigate to Office Settings
- Select Main Line
- Select Advanced Settings
- Navigate to Automatic Call Recording
- Check the box beside Automatically record calls to this department
Note:
Admins for the main lines will find the call recordings in the shared line's inbox as well as in the Call History menu. Keep in mind that only admins assigned to the shared line are able to access these call recordings, not operators.
Enable automatic call recording - department
To enable automatic call recording for your department, head to your Admin Settings from Dialpad.com
- Navigate to Departments
- Select the desired department
- Select Advanced Settings
- Navigate to Automatic Call Recording
- Check the box beside Automatically record calls to this department
Note:
Admins for departments will find call recordings in the shared line's inbox as well as in the Call History menu. Keep in mind that only admins assigned to the departments are able to access these call recordings, not operators.
Enable automatic call recording - contact center
To enable automatic call recording for your contact center, head to your Admin Settings from Dialpad.com
- Navigate to Ai Contact Centers
- Select the desired contact center
- Select Advanced Settings
- Navigate to Automatic Call Recording and Transcription
- Choose what calls you'd like to be automatically recorded (inbound, outbound, or both)
- Choose if you'd like to record the agent's screen
- Choose if you'd like the agent to be able to pause the recording. Admins are able to create an exemption list as well as a call recording greeting.
Note:
Admins are able to create an exception list as well as a call recording greeting. You can find more information about call recording for a contact center in this Help Center article.
Enable automatic call recording - office
To enable automatic call recording for your entire office, you'll need to contact Customer Support to have them enable this setting.
Once the feature has been added to your account, head to your Admin Settings from Dialpad.com
- Navigate to Office Settings
- Navigate to Office-Wide Settings
- Navigate to Making Calls
- Select Enable Automatic Recordings
Note:
When office-wide call recording is turned on, callers will not hear a call recording greeting ("This call is being recorded."). Be sure to review local compliance regulations as agents will need to verbally inform callers the call is being recorded.
Enable automatic call recording - coaching team
To enable automatic call recording for your coaching team, head to your Admin Settings from Dialpad.com
- Navigate to Coaching Teams
- Select the desired coaching team
- Navigate to Coaching Team Settings
- Under Call Recording and Transcription, choose which calls you'd like to record
Note:
Keep in mind that only admins and coaches can access their trainees' recordings from the Dialpad app and the Call History menu.
Automatic call recording greeting
Use a call recording greeting to inform callers that the call may, or will, be recorded.
In some jurisdictions, this is required by law.
Pre-made greetings are available, but you can also record, or upload, a custom greeting instead.
Click the purple play icon to hear the greeting.
Operator & agent view
Operators and agents assigned to a shared line with call recording will see a banner at the bottom of their call indicating the call is being recorded.
If enabled, users can stop and start call recording during the active call. The 'Pause Recording' setting must be checked in order for agents to be able to stop and start recordings.
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