Enable Automatic Call Recording

  • Updated

Let's take a look at how this works. 

Enable Automatic Call Recording - Mainline

To enable automatic call recording for your Main Line, head to your Admin Settings from Dialpad.com 

  1. Navigate to Office Settings
  2. Select Main Line
  3. Select Advanced Settings
  4. Navigate to Automatic Call Recording
  5. Check the box beside 'Automatically record calls to this department'

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Admins for Main Lines 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 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 

  1. Navigate to Departments
  2. Select the desired Department
  3. Select Advanced Settings
  4. Navigate to Automatic Call Recording
  5. Check the box beside 'Automatically record calls to this department'automatic_recording_department.png

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 Shared Line 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 

  1. Navigate to Ai Contact Centers
  2. Select the desired Contact Center
  3. Select Advanced Settings
  4. Navigate to Automatic Call Recording and Transcription
  5. Choose what calls you'd like to be automatically recorded (inbound, outbound or both)
  6. Choose if you'd like to record the Agent's screen
  7. Choose if you'd like the Agent to be able to pause the recording

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Admins are able to create an exception list as well as a call recording greeting.

Please review this Help Center article for more information about call recording for a Contact Center.

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

  1. Navigate to Office Settings 
  2. Navigate to Office-Wide Settings
  3. Navigate to Making Calls
  4. Select Enable Automatic Recordingenable_recording_office.png

Enable Automatic Call Recording - Coaching Team

To enable automatic call recording for your Coaching Team, head to your Admin Settings from Dialpad.com 

  1. Navigate to Coaching Teams
  2. Select the desired Coaching Team
  3. Navigate to Coaching Team Settings
  4. Under Call Recording and Transcription, choose which calls you'd like to recordauto_recording_coaching_team.png

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. 

recording_greeting.png

Operator & Agent View for Call Recording

Operators and Agents assigned to a Shared Line with call recording will see a banner at the top of their call indicating the call is being recorded. call_is_being_recorded.png

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. 

FAQs

What happens if I transfer a call?

If you have auto-recording turned on, Department or Contact Center calls transferred to another Dialpad user in your company will be recorded from beginning to end if you use "Ask First" (Warm Transfer).

If you use "Transfer Now" (Blind Transfer) or transfer the call to a number external to Dialpad, only the first part of the call prior to transfer will be recorded and the user who receives the transferred call will need to manually start the call recording. 

Why can't my Admins view office-wide call recordings?

When office-wide automatic call recording is enabled, only Company Admins are able to access the recordings in their Call History. Enterprise users will also find office-wide call recordings in their Enterprise Support portal.