This article covers the settings which affect call recording behavior and visibility for different users.
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 Settings > General 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
When the company setting is switched on, admin, supervisor, and agent users can start or stop recording during a call.Exceptions
- This setting will not affect a Call recording step within a call flow.
Call Visibility by Agent
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
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
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.
Downloading in Analytics
Agents and admins with permission can download recordings directly in Analytics. This option is available in:- Call log
- Agent report
- Group report
- Locate the call.
- Click the three-dot menu (⋮) next to it.
- Select Download recording.
.mp3 files.
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.
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