Call Recording

Call recording helps you review conversations and maintain quality.

Is Call Recording Enabled?

Call recording may or may not be enabled for your account. Check with your administrator about your recording settings.

Finding Call Recordings

If recording is enabled:

• Go to the call in your history or conversation
• Look for a recording icon or player
• Click to play the recording

Recording Indicators

During a call, you may see:

• A recording indicator (red dot)
• An announcement that the call is being recorded

Listening to Recordings

• Find the call in your history
• Click the play button on the recording
• Use standard audio controls:
• Play/Pause
• Skip forward/backward
• Adjust volume
• Playback speed

Uses for Call Recordings

• Training: Review calls to improve skills
• Quality assurance: Ensure good customer service
• Documentation: Reference what was discussed
• Dispute resolution: Clarify misunderstandings

Important Notes

Compliance

• Recording laws vary by location
• Some areas require all-party consent
• Announcements may play automatically

Privacy

• Recordings contain sensitive information
• Access may be limited to certain team members
• Recordings may be automatically deleted after a period

Storage

• Recordings take up storage space
• Old recordings may be archived or deleted
• Download important recordings for safekeeping

Best Practices

• Inform callers: Ensure they know calls may be recorded
• Review strategically: Focus on calls that need attention
• Use for coaching: Help team members improve
• Respect privacy: Only access recordings when needed