Enable Office-Wide Call Recording

Automatic call recording is available on Pro and Enterprise plans.

Admins can enable automatic call recording for their Main Line, Department, and Call Centers ONLY. For user's direct lines, Admins have the option to allow users to manually record their own calls (or even turn off the audio prompt). 

Enable User Call Recording

To allow your team members to record their calls, follow these steps:

1. Navigate to Admin Settings > Office > Office Settings > Office-Wide Settings
2. Under Making Calls check the option to Allow Team Members to Record their Calls

If you'd like, you can even check the option to turn the audio prompt off so callers won't hear "this call is being recorded". 

Once enabled, your team will find their future recordings displayed in their Dialpad Inbox.

Enable Call Recording on Shared Lines

Automatic call recording is available on Pro and Enterprise plans.

Main Line or Department

To enable automatic call recording (inbound and outbound) on your Main Line and/or Department

1. Navigate to the Advanced Settings of the Main Line or Department
2. Check Automatically record calls

Only the Main Line or Department admin will have access to these recordings which will be stored and displayed in the Main Line or Department Inbox.

If you don't check this option and your Operators or Agents record the call, the recording will be stored and displayed in your Operator or Agent's Dialpad Inbox.

Call Center 

In the advanced settings section of your Call Center, Call Center Admins have some options when it comes to setting up call recording. 

To access the call recordings, a Call Center Supervisor or Admin can navigate to the Call Center inbox in their Dialpad app and go to the "Recordings" tab or filter for their Call Center in Calls List. 

Call Center Admins can choose to Automatically record inbound and/or outbound calls.

In addition to being able to choose to automatically record inbound and/or outbound calls, Admins can go one step further and pick and choose which inbound and/or outbound calls get recorded based on area code. Check out this help article for more information.  

Select an Automatic Recording Prompt

Dialpad Admins can select one of the available messaging prompts to alert their callers they're being recorded or can opt to upload or record their own.

While it's important to record calls, sometimes having a recording prompt play at the beginning of a call can disrupt the natural flow of conversation. 

In those cases, Admins can select No Message from the drop-down to have no recording prompt play when calls are answered on that line. 

Shared Line Call Recording - How it works

Once the Admin has enabled automatic call recording for your shared lines, all incoming calls will automatically be recorded. 

For outbound calls, to ensure those calls are recorded operators and agents will need to make sure they are placing the call from the shared line. They can do this one of two ways:

Make a Call 

1. Select Make a Call from your app
2. At the top where it says "New Call As" select your shared line from the list of options that appear
3. Search for the contact of who you are trying to call
4. Place Call

From Shared Line Inbox

1. Find the person you are trying to call from your department/call center/ or mainline inbox
2. Press the blue call button to the right of that contact to place a call from your shared line