PhoneIQ offers automatic call recording for both inbound and outbound phone calls. Automatic call recording can be set up at different levels; for example: it can be configured at a user level, call queue, or for all incoming calls to a specific PhoneIQ phone number.
User Level Call Recordings:
Administrators can set up automatic call recording at a user level, with options to record all calls, inbound calls only, or outbound calls only. To enable automatic call recordings, navigate to the users' view within a location and select a user. In the General Information you will find the "Record calls" dropdown.
Call Flow Recording:
Administrators can set automatic call recording at a call flow level to record inbound calls. To enable automatic call recordings, navigate to the call flows view within a location and select a call flow. Click on the Info & Numbers button and set the call recording option to the desired value.
Call Queue Recordings:
Administrators can set automatic call recording at a call queue level to record inbound calls. To enable automatic call recordings, navigate to the call queues view within a location and select a queue. Click on the advanced tab and set the call recording option to the desired value.
Ring Group Recordings:
Administrators can set automatic call recording at a ring group level to record inbound calls. To enable automatic call recordings, navigate to the ring groups view within a location and select a ring group. Set the call recording option to the desired value.
Call Recording Management:
Administrators will be able to listen and manage call recordings from the call logs app in the administrator portal.
a) Select the desired filters and press search.
b) Once the CDR’s (call detail records) are shown, press on the play button to listen to the recording.
c) Call recordings can be downloaded by clicking on the three dots menu while listening to a recording,
d) Call recordings can be archived by hovering over a specific CDR and clicking on the right-hand side menu. An archive option will be presented. Archived recordings can be recovered by contacting [email protected] (if the recording is requested within the storage time frame).
Public call recordings
You can edit the settings for call recordings in the admin dashboard.
In the admin dashboard, Settings > Preferences, scroll down to Public recordings.
Password protect all public recordings checkbox: When enabled, the person receiving the link of a call recording will need to authenticate with a PhoneIQ user in order to listen to the recording.
Allow users to access call recordings: When enabled, users will see the recording icon within the recent call list in their user app.
