Call Recording

Keep a record of what was said. Recording starts automatically by your rules, or by hand during the conversation when it turns into something worth keeping. The files are found from the call history, with the number, the date and the person who answered. Always tell the caller: it is a legal requirement, and the module can play the announcement for you.

How it works

Recording starts by your rule: every call in a department, incoming calls only, or on request.
An announcement can warn the caller before the conversation begins, as the law requires.
The conversation is recorded on both sides, from answer to hang-up.
The file joins the call history: it is found by number, by date or by who answered.
It plays back in the browser, with no software, and downloads if needed.
During a call, recording can also be started or stopped from the softphone at the press of a button.
How long recordings are kept is up to you: keep what serves, delete the rest.

Use cases

A commercial dispute: retrieving what was agreed, rather than relying on two memories.
Training: letting a new adviser hear real calls, the good ones and the bad.
Service quality: listening back to a few calls a week to see what actually goes wrong.
Orders taken by phone: keeping proof of what was ordered, and by whom.
A complaint: going back to the original call to understand what happened.
Regulated trades: keeping exchanges where the profession requires it.

What you configure

Trigger: What gets recorded: every call in a department, incoming only, or only when someone asks during the conversation.
Prior announcement: The message telling the caller the conversation is recorded. Warning them is a legal obligation, and the announcement plays automatically.
Retention: How long recordings are kept before they are deleted.

Examples

Sales department: every incoming call recorded with a prior announcement, kept six months, played back in case of dispute.
Technical support: recording starts on request, when a customer describes a complicated procedure.
Training a new joiner: a selection of real calls serves as the material, rather than role play.
Order taking: the conversation is kept until delivery, then deleted automatically.

Modules in the same category

QueueHold callers and send them the first adviser who frees up, rather than letting the phone ring into the void. The queue keeps the order of arrival, plays your music and announcements, and hands out calls by the rule you choose. It replaces 'call back later' with an orderly wait, and it tells you how many people hung up before anyone took them.Webhook / API IntegrationAsk your own software during the call and decide with its answer. Before the phone even rings, your business tool can say who is calling, whether they have an open case, whether they are behind on payment, or whether they should go straight to their usual contact. The phone system stops treating everyone the same, with nothing to retype.ConferenceBring several people into one call, with no link to send and no software to install: everyone dials a number and enters the room. An access code can protect the meeting, and the host keeps control of who speaks. This is the answer when not everyone is in front of a screen, on a site or in a car.Set Caller IDChoose what the person you call sees. By default an internal extension shows its short number, which means nothing outside the company and cannot be called back. This module presents the company number instead, or a department's, or a readable name. It is the difference between a call that is answered and one that is ignored.Set VariableRemember something during the call and use it further along. The option the caller chose in a menu, the department concerned, the campaign they came from: these are set here and turn up later in the call history or in the data sent to your business software. It is what lets you know not only that a call happened, but what it was about.

This module is part of the BreizhVoIP phone system. Discover hosted telephony