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Call Recording Setup & Use

Decide if calls should be recorded and who should have access to them when using Myphoner Voice

Written by Jeppe Liisberg

Our built-in VoIP solution allows you to enable voice recordings and decide who should have access to them, lets take a look at how that works.

Setup

  1. Go to Manage > Settings > Voice

  2. Under Record calls, you can select whether agents should decide if calls are recorded or not OR if calls are always or never enabled.

  • Always enabled: Both outbound AND inbound calls are recorded. This includes inbound calls received via your telephony provider's SIP trunk.

  • As per agent settings: Only outbound calls follow individual agent preferences. Inbound calls are not recorded unless you select "Always enabled."

  1. Under Play recordings, choose who can listen to the recordings:

  • Only administrators -- account administrators and other admin roles.

  • Administrators and supervisors -- the above, plus supervisors.

  • Admins, supervisors and the agent who recorded it -- the above, plus each agent can listen to the calls they recorded.

  • Everyone -- anyone in the account can listen to any recording.

  1. Once all is set up click Save.

Please Note

  • Recording calls and utilising such recordings must happen in coherence with applicable legislation. It's the sole responsibility of you and your team to adhere to any such legislation for your country/region/area.

  • Recordings are only saved for certain durations which is plan dependant.

  • Inbound calls are recorded based on the account-level setting only. Individual agent preferences apply to outbound calls.

Listening to Calls

Where you find recordings depends on your role and the Play recordings setting above:

  • Administrators (and agent managers) go to Manage > Voice > Calls & Recordings to see every call in the account.

  • Supervisors and agents go to Work > Your Calls & Recordings. When Play recordings is set to Administrators and supervisors (or Everyone), supervisors see the whole account's calls; otherwise agents see their own calls.

On either page:

  1. Narrow the list with the Direction, Rating, and feedback-issue filters, or use the search box. The Rating column shows the star rating the agent gave each call, and expanding a call also shows any issue the agent reported.

  2. Click the blue plus button on the right of a call to expand it.

  3. Click Play to listen, or use the download button to save the recording.

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