Enable Automatic Call Recording

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. 

Enable 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
   

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 

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

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 Recordings

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 record

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.