Call Recordings

Choose who can make and access call recordings. Keep important records and improve your business conversations.

Roman avatar
Written by Roman
Updated over a week ago

This article covers the settings which affect call recording behavior and visibility for different users.

User Level:

  • Admin


Visibility of Calls and Recordings

As an admin, you can enable or disable the recording of different call types, including inbound, outbound, and internal calls. You can also decide whether your agents can see calls, pause recordings in progress, or play and download existing recordings.

Call recording settings are accessed through the dashboard. For company level settings, navigate to Account > Settings and scroll to Visibility of calls and recordings.

Settings Explained

Record Inbound Calls (On)

When this setting is switched on, all inbound calls will be recorded.

Exceptions

  • If an inbound number has a Call recording step which disables recordings, company settings will be ignored for this number and calls routed to that number branch will NOT be recorded.

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to stop recording during an inbound call.

Record Inbound Calls (Off)

When this setting is switched off, inbound calls will not be recorded.

Exceptions

  • If an inbound number has a Call recording step which enables recordings, company settings will be ignored for this number and calls routed to that number branch WILL be recorded.

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to start recording during an inbound call.


Record Outbound Calls (On)

When this setting is switched on, all outbound calls will be recorded.

Exceptions

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to stop recording during an outbound call.

Record Outbound Calls (Off)

When this setting is switched off, outbound calls will not be recorded.

Exceptions

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to start recording during an outbound call.


Record Internal Calls (On)

When this setting is switched on, all internal calls will be recorded.

Exceptions

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to stop recording during an internal call.

Record Internal Calls (Off)

When this setting is switched off, internal calls will not be recorded.

Exceptions

  • If a user has permissions to start or stop recordings in CloudTalk Phone, the company setting will be overridden so that the user is able to start recording during an internal call.


Agent-Initiated Pause Call Recording

Settings for individual users will override the company settings of this feature. Admin can select a user setting in Users > Advanced settings > Agent-Initiated Pause Call Recording.

When the company setting is switched on, admin, supervisor, and agent users can start or stop recording during a call.

To pause call recording, use the Phone app keypad to enter:

#11#

To start or resume call recording, use the Phone app keypad to enter:

#12#

Exceptions

  • This setting will not affect a Call recording step within a call flow.


Call Visibility by Agent

Settings for individual agents will override the company settings of this feature. Admin can select an agent user setting in Users > Advanced settings > Call visibility by agent.

Within dashboard and calling apps, call visibility for supervisors and analysts is never affected by company settings, and instead must be configured for each user. Admin can always see all calls.

For the dashboard and our calling apps, the company setting for call visibility determines which calls agents can see. However, Analytics applies these settings to all user roles instead of just agent users.

Once this setting is updated, changes are reflected for all company users, across all apps. This includes:

  • Call history (calling apps)

  • Contact details log (dashboard + calling)

  • Dashboard

  • Legacy dashboard reports

Own calls and all missed calls via their groups and numbers

The active user can see:

  • Calls they made

  • Missed calls and voicemails made to phone numbers that are routed to them or their groups

All calls via their groups

The active user can see:

  • Calls they made

  • Calls made by other users, via numbers routed to this user's groups

  • Missed calls and voicemails made to phone numbers that are routed to this user or their groups

All calls of their groups and numbers

The active user can see:

  • Calls they made

  • Calls made by other users, via numbers routed to this user or the their groups

  • Missed calls and voicemails made to phone numbers that are routed to this user or their groups

All calls

The active user can see all calls made within the CloudTalk account they belong to.


Playing Recordings by Agent

Settings for individual agents will override the company settings of this feature. Admin can select an agent user setting in Users > Advanced settings > Playing recordings by agent.

Within dashboard and calling apps, recordings access for supervisors and analysts is never affected by company settings, and instead must be configured for each user. Admin can always play recordings.

For the dashboard and our calling apps, the company setting for playing recordings determines which calls agents can access recordings for. However, Analytics applies these settings to all user roles instead of just agent users.

Once this setting is updated, changes are reflected for all company users, across all apps. This includes:

  • Call history (calling apps)

  • Contact details log (dashboard + calling)

  • Dashboard

  • Legacy dashboard reports

All available calls

The active user can see and play all call recordings and voicemails.

Only recordings of their calls

The active user can only see and play voicemail recordings for their own calls.

User can not play recordings

The active user cannot see or play any recordings.


Agent Can Download Call Recordings

Settings for individual agents will override the company settings of this feature. Admin can change permission for individual agents via Users > Advanced settings > Can this user download recordings?

Within dashboard and calling apps, the ability of supervisors and analysts to download recordings is never affected by company settings, and instead must be configured for each user. Admin can always download recordings.

When the company setting is turned on, agents will be able to download call and voicemail recordings in the form of a .wav file.

Which recordings an agent has access to download will be affected by Call visibility by agent and Play recordings by agent settings.


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Listen to Call Recordings

On the right side of each phone call record, you may choose to listen to the recording or download it, see below.

It is also possible to easily listen to the call recordings from the CloudTalk Phone app, by clicking on the selected call.


If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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