How to record calls ?

By default, calls are not recorded.
Call recording is an available feature that can be activated at any time.

The recording can concern incoming calls and/or outgoing calls.

How to activate call recording ?

To be able to activate the 'Record calls' function on a prospecting campaign, the right 'Access the manage files module' must be authorized on the user's account.

Please note, this right gives access to other features that allow you to manage campaigns, so it is preferable to authorize this right to users with a team manager profile.

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To be able to activate the 'Record calls' function on a call distribution queue, the right 'Access the distribution queues module' must be authorized on the user's account.

Please note, this right gives access to functionalities which can have significant consequences on production in the event of false manipulation, so it is preferable to authorize this right to users with a team manager profile.

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Both incoming and outgoing calls can be recorded.

To do this, simply check the “Registration” box in the settings:

  • of the distribution queue
  • prospecting campaign
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Duration of retention of recordings

Call recordings are kept for 3 months; they are then deleted automatically.
You also have the option to clear them manually.

As an indication, the CNIL specifies that, except in special cases, the recordings can be kept for a maximum of 6 months.

 

For any questions, contact support.