Manage mobile recording settings

Read on to learn about the available mobile recording settings in the Management Portal.

Overview

You can edit settings for voice recording, text recording, group messaging, and picture messaging in Mobile Recording under the Setup tab.

Before you start

Enable Call Recording

All calls will be captured by enabling this option.

  1. Go to Setup > Mobile Recording.
  2. Check Enable checkbox to enable Call Recording.

Bulk Recording

Use to forcibly enable or disable call or text capture for all users in the organization. This will override the Call Recording setting at the user level.

  • Click the Record ON button to enable recording for all users
  • Click the Record OFF button to disable recording for all users.

Message Logging

All messages will be captured by enabling this option. Text, picture, and group messages will be recorded when the feature is enabled.

  1. Go to Setup > Message Logging.
  2. Check Enable checkbox to enable Message Logging.

Retention Policy

Non-editable information for management portal users. You must put in a ticket with your customer success team in order to change the value.

The Retention Policy defines when files will be deleted. For example, if it is set as 14 days, the recorded files are deleted after 14 days. The Retention policy can be different for voice and message files.

Retention Policy for Archived

Non-editable information for management portal users. You must put in a ticket with your customer success team in order to change the value.

The Retention Policy for Archived defines when archived files will be deleted. For example, if it is set as 14 days, the recorded files are deleted after 14 days. The Retention policy can be different for voice and message files.

Set Up Announcements

Checking the boxes for announcements enables Voice Prompts for the call recording. It allows you to upload an audio file that can be played as an announcement for outbound and inbound calls. The audio file formats supported are WAV and MP3. Different audio files can be uploaded for different call scenarios. A few examples of the prompts that be set up are given below:

  • MultiLine Calling Non-MultiLine:
    MultiLine user hears prompt 1 and Non-MultiLine user will not hear any prompt.
  • Non-MultiLine Calling MultiLine: The Non-MultiLine user hears prompt 4 and MultiLine user hears prompt 3.

  • MultiLine Calling MultiLine:
     MultiLine calling users will not hear any prompt and MultiLine receiving user hears prompt 6.

Note: If you do not want the user to hear any prompts, then don't select the Enable checkbox.