Set Up Call Recording for a Contact Center

  • Updated

Contact Centers are able to record calls automatically. In the Advanced Settings section of a Call Center, you'll find options to customize call recording.

If you'd like to access call recordings for a ContactCenter, you must be a Contact Center Supervisor or Admin. Navigate to the Call History menu and filter for the Contact Center.

Let's take a look at call recording for Contact Centers in Dialpad.  

Automatic Recording & Transcription

Contact Center Admins can enable automatic recording and transcription for their Call Centers. 

To enable these features, head to your Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Call Center
  3. Navigate to Advanced Settings
  4. Navigate to Automatic Call Recording and Transcription
  5. Choose to turn on automatic call recording for inbound and/or outbound calls

CC_auto_recording_settings.png

If you'd like to allow Agents to stop and restart call recordings during a call, check the box beside Pause Recordings. Company-level recordings will also stop and restart for the call when the Agent does this.

Exception List

Use an Exception List to ensure that calls are recorded except for certain country and area codes. Numbers noted in your Exception List apply to both inbound and outbound calls, as well as Dialpad Ai transcriptions if you have Auto Start Dialpad Ai turned on for the contact center. 

To create or edit your Exception List, head to your Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Call Center
  3. Navigate to Advanced Settings
  4. Navigate to Automatic Call Recording and Transcription
  5. Select Record all except those on the exception list
  6. Select Edit exception list

  7. Enter a comma-separated list, in E.164 international format

    • For example: +1415, +1212, +44 (for San Francisco, New York and the UK)

  8. Select Save Changes

You can also choose to avoid recording the entirety of calls that match the exception list, or, to only record the Agent side of these calls.

Call Recording Greeting

Use a call recording greeting to inform callers that the call may, or will, be recorded.

To create or edit Call Recording Greeting, head to your Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Call Center
  3. Navigate to Advanced Settings
  4. Navigate to Automatic Call Recording and Transcription
  5. Navigate to Call Recording Greeting
  6. Select one of Dialpad's default greetings, or upload your own custom greeting
    • Different greetings can be used for inbound and outbound calls.

call_recording_greeting.png