Bulk Backup for Call Recordings

Use Dialpad’s Bulk Backup feature to automatically save Contact Center call recordings to Google Cloud Storage. No need to back up all Contact Center calls, Admins can choose to back up call recordings from specific Contact Centers and even save them to different Buckets.

Want to back up historic call data? No problem! Dialpad can manually back up call recordings as far back as 2 years.

Let’s dive into the details.

Who can use this

Bulk Backup for Call Recordings is available to users on a Dialpad Support plan and to users with Coaching Teams. To enable Bulk Backup for Call Recordings, you must be a Dialpad Company Admin, and have a Google Cloud Storage Account.

Setup process

To set up Bulk Backup for Call Recordings, you’ll need to:

1. Set up a Google Cloud Storage Account

2. Create a Bucket

   1. See manual Bucket creation steps

3. Enable the Google Cloud Storage Integration in the Dialpad Admin Portal

   1. This integration must be enabled at the Company level

4. Edit office-level Google Cloud Storage settings and add a Bucket

5. Determine which Contact Centers should have their call recordings backed up

   1. This is configured in the Global Contact Center settings

   2. This step is only applicable if you want to configure specific Contact Center recordings to backup into a different Bucket

6. Edit the Contact Center’s integration settings and add the Bucket name

Create a Bucket

Once you’ve created your Google Cloud Storage account, it’s time to create a Bucket. Buckets are the storage location where Dialpad holds call recordings.

First things first, select the project where you want to create the Bucket. Use the project selector to choose your project.

Once the project is selected,

1. Enter BUCKETS in the search bar

2. Select Buckets

   

3. Select Create

   

4. Enter a unique bucket name, then select Continue

   

5. In the “Public Access Prevented” pop up, select “do not show me this warning again” and keep the “confirm to enforce public access prevention on this bucket”

6. Select Confirm

That’s it, your bucket is created!

Now, on the Bucket details page:

1. Select Permissions

   

2. Select Grant access

   

3. In New principals, add the Dialpad account [email protected]

   

   1. Without adding this role, Dialpad will not be able to write files into your Bucket or check access

4. Once you have entered in the New Principal, select SELECT A ROLE

5. Search for, and select Storage Object User

   

6. Select Save

Enable the Google Cloud Storage Integration

Now that your Bucket has been created, its time to enable the Google Cloud Storage Integration in Dialpad.

First, you’ll need to enable the integration at the company level. Once enabled for your company, you can configure it at the Office and /or Contact Center level. 

Note

You must be a Company Admin to enable integrations at the company level.

Head to your Dialpad Admin Settings.

1. Select My Company

2. Select Integrations

3. Beside Google Cloud Storage, select Options

   

4. Select Manage Settings

5. Check the box beside Enable this feature

6. Enter the Bucket name
   

   

7. If you want to restrict settings check the box beside Lock settings for all users, departments, and contact centers

   1. If access restriction is enabled, all Contact Center calls that are set to be backed up (across all offices) will go to the bucket added at the company level.

   2. If access is not restricted, office admins can access and edit the office-level Google Storage settings and input a different bucket name at the office level.

8. Select Save

Customize Google Cloud Storage for an office

If you’d like to customize your Google Cloud Storage settings for a specific office (ie. you want the recordings to go a different storage Bucket), head to your Office Settings.

1. Select Integrations

2. Beside Google Cloud, select Options

3. Select Manage settings

4. Select Customize for this office

5. Enter a different Bucket name

6. Select Save

   

Note

Individual office customization is only applicable if the Company Admin has not restricted access.

Customize Google Cloud Storage for a Contact Center

If you’d like to customize your Google Cloud Storage settings for a specific Contact Center (i.e., you want th o a different storage Bucket), go to your Dialpad Admin Settings.

1. Go to Contact Centers

2. Select a Contact Center

3. Select Integrations

4. Beside Google Cloud, select Options

5. Select Manage settings

6. Select Customize for this Contact Center

7. Enter a different Bucket name

   

8. Select Save

Note

Individual Contact Center customization is only applicable if the Company Admin has not restricted access.

Contact Center Buckets will always override Office and Company Buckets. If a Bucket is enabled at the Contact Center level it will always override the assigned Bucket in the Office and Company level settings.

Bucket verification

When you save a Bucket name to the integrations setting, you’ll always see a message informing you that the bucket was added successfully. You can also go back to your Google Cloud Storage Bucket to verify.  When a Bucket is saved and successfully connects back to Google Storage, you’ll see a new folder called call-recordings/ within the bucket.

This folder will be empty until call recordings start to back up to it.

Enable call backup

Now that the Google Cloud integration has been set up, its time to enable call back up for your Contact Center(s) and Coaching Teams.

Enable call backup for Contact Centers

To enable call backup for your Contact Center(s), head to your Admin Portal from Dialpad.com

1. Select Ai Contact Centers to access your Global Contact Center Settings

2. Navigate to Call Recording Backup

3. Check the box beside Enable automatic call recording backup

4. Select the desired Contact Centers

5. Select Save

   

Enable call backup for Coaching Teams

To enable call backup for your Coaching Teams(s), head to your Admin Portal from Dialpad.com

1. Select Coaching Teams to access your Global Coaching Teams Settings

2. Navigate to Call Recording Backup Rules

3. Check the box beside Enable automatic call recording backup

4. Select the desired Coaching Teams

   

5. Select Save

That’s it! Once call recording backup is enabled, every call recording for the selected Contact Centers will be backed up and uploaded after the call ends.

As call recordings accumulate, you’ll notice newly established directories in their designated bucket.

The folder and file name hierarchy is Bucket > Call-recordings/ > Call center name > Date > Call Recordings (Agent Name-Call ID-Recording ID.mp3)

Note

Each Contact Center has its own backup folder. Call recordings will not be mixed up between various Contact Centers.

Backup now

Use our Backup Now feature to back up the last year’s worth of call recordings.

After the initial 1-year backup, each time you run a Backup Now, it will only run for the last calls that are not backed up or that failed to backup.

During a routine backup, if a backup call fails, the Office Admin will receive an email notifying them of the failure. They can then access this view and choose to initiate the backup again to re-run the process for the failed call recordings.

Frequently asked questions

Will I get an error if the backup doesn’t work?

Yes, if your backup was unsuccessful, Dialpad will send your Office Admin an email.