Call recording

How it works

1. 1.

   Enable recording in the dialplan module or directly on the line

2. 2.

   Calls are recorded automatically according to the configuration

3. 3.

   Recordings are stored and indexed with call metadata

4. 4.

   Access recordings from the web interface (search, filtering)

5. 5.

   Listen to, download or delete recordings

6. 6.

   Recordings are linked to CDRs for complete traceability

7. 7.

   Set each extension: never, external calls or all calls

8. 8.

   During a call, *1 starts recording, and the same code stops it

9. 9.

   Announce recording if you wish: the external party hears it when the call is answered, and an on-demand recording is announced when it starts and when it stops

Use cases

• A commercial dispute: replaying the call rather than comparing two memories.
• Training: letting a new adviser hear real calls, the good and the bad.
• Quality: listening back to a few calls a week to see what actually goes wrong.
• Orders by phone: keeping proof of what was ordered, and by whom.
• A complaint: understanding what happened, on the customer's side and ours.
• Regulated trades: keeping exchanges where the profession requires it.

Benefits

• Automatic per department, or on demand mid-call: both coexist.
• The legal announcement plays automatically, without relying on whoever answers to remember.
• Playback in the browser, with no software and no download.
• Found by number, by date or by whoever answered.
• Download available when a recording has to be handed over.
• Retention you choose: keep what serves, delete the rest.
• One rule per extension: every call for customer service, none for management.

Examples

• Sales: every incoming call recorded with an announcement, kept six months, replayed if disputed.
• Support: recording starts on demand when a customer describes a complicated procedure.
• Training: a selection of real calls as material, rather than role play.
• An agent presses *1 when the customer dictates the order, then *1 once the order is confirmed: both parties hear the start and end messages.

In the panel

Read the guide: Enregistrer ses appels automatiquement ou à la demande