Every system includes the ability to record calls. Our flexible implementation of this feature provides a lot of options for which calls to record and how to retrieve the recordings. It also lets system administrators take full control of call recording or share control with extension users.Call recording is a valuable tool for many businesses, particularly when a company is trying to improve the performance of customer-facing staff. With call recording, any or all calls can be recorded, saved, and played back later to assist in training employees or to meet legal or other requirements.
With our built-in selective recording architecture, all calls can be recorded automatically, with no user intervention, or your system can enable manual operation so that calls are recorded after the extension user presses “#9″ during a call. Administrators can decide whether to keep recordings private to the administrator level or allow users to access their own recordings.
When calls are recorded, your system can let people at both ends of the call know with a recorded message, or you can turn the notification off – please make sure you follow applicable law in your jurisdiction, as the control and responsibility are yours. In addition, each ACD queue can have its own settings. So, for example, all calls could be recorded for a support department, where a company has several new employees, while sales calls aren’t recorded and no callers hear the recording notification.
Retrieval of recordings has many options, as well. Administrators or users with access to recordings from their own extensions can playback, download, sort, or delete the recordings. By default, call recordings are kept for 14 days, and then deleted.