Toggle Recording (*8):

During Active Call:

Benefits:

• Single code for start and stop (easy to remember)
• Toggles state each time
• Immediate feedback via tone
• Works mid-call anytime

Use Cases:

• Capture important information during call
• Record customer complaints
• Document verbal agreements
• Quality assurance spot-checks

Explicit Start/Stop (*1 / *2):

Start Recording (*1):

1. During call, press *1
2. Announcement plays: "Recording started"
3. Both parties hear beep tone
4. Recording begins

Stop Recording (*2):

1. During call, press *2
2. Announcement plays: "Recording stopped"
3. Confirmation tone
4. Recording saved

Benefits:

• Clear intent (separate codes for start/stop)
• Less chance of accidental toggle
• Explicit confirmation announcements
• Better for policy compliance

Use Cases:

• Regulatory compliance (explicit consent)
• Training (start at specific points)
• Documentation (record key portions only)
• Dispute resolution (capture specific statements)

Automatic Call Recording:

Some users/extensions may be configured for automatic recording where all calls are recorded without pressing codes.

Automatic Recording Modes:

• Always On: All calls recorded automatically
• External Only: Only external calls recorded
• Inbound Only: Only incoming calls recorded
• Outbound Only: Only outgoing calls recorded

When Auto-Recording Enabled:

• Announcement plays at call start: "This call is being recorded"
• Both parties hear announcement
• Recording starts automatically
• No feature code needed
• *8 may still work to pause/resume

Configuration:

• Set in User Settings > Call Recording
• Administrator controls availability
• Compliance mode may prevent disabling

Use Cases:

• Call centers (all calls recorded)
• Regulated industries (finance, healthcare)
• Sales teams (all customer calls)
• Support lines (quality assurance)

Recording Beep Tone:

What It Is:

• Short beep sound played periodically
• Typically every 15-30 seconds
• Both parties hear beep
• Indicates recording in progress

Purpose:

• Legal compliance (many jurisdictions require audible indication)
• Reminds parties call is recorded
• Cannot be disabled (compliance requirement)

User Experience:

Call starts
↓
*8 pressed
↓
"Beep" (recording started)
↓
... 15 seconds ...
↓
"Beep" (reminder)
↓
... 15 seconds ...
↓
"Beep" (reminder)
↓
Call continues with periodic beeps

Voice Recording Announcement:

Default Announcement:

"This call is being recorded for quality assurance and training purposes."

When Played:

• At recording start (when *8 or *1 pressed)
• At call start (if automatic recording)
• Before customer answers (outbound calls)
• After customer picks up (inbound calls)

Who Hears It:

• Both parties (caller and called)
• Cannot be skipped
• Played in configured language

Variations:

• Short version: "This call is being recorded"
• Long version: Includes opt-out instructions
• Custom: Organization-specific message

Custom Recording Messages:

Common Customizations:

Financial Services:

"This call may be recorded or monitored for quality assurance, training, and regulatory compliance purposes."

Healthcare:

"This call is being recorded. Protected health information may be discussed. By continuing, you consent to recording."

Sales:

"This call is being recorded. Recordings may be used for training and to improve our service."

Support:

"Your call is being recorded for quality assurance. Press 1 if you do not consent to recording."

With Opt-Out:

"This call is being recorded. If you do not wish to be recorded, please press 1 now or ask to speak with a supervisor."

Configuration:

• Upload custom audio file (.wav format)
• Record via phone or web portal
• Professional recording recommended
• Include legal disclosures per counsel advice

Compliance Requirements:

One-Party Consent States (US):

• Only one party needs to know about recording
• Agent can record without customer consent
• Announcement recommended but may not be legally required
• Still best practice to notify

Two-Party Consent States (US):

• All parties must consent to recording
• Announcement required
• Opt-out must be provided
• Consent documented
• States include: CA, FL, PA, IL, MT, WA, MD, MA, NH, OR, CT, NV

European Union (GDPR):

• Explicit consent required
• Purpose must be explained
• Data retention limits apply
• Right to access recordings
• Right to deletion (with exceptions)

Australia:

• Surveillance laws vary by state
• Notification generally required
• Business use has specific requirements
• Privacy Act applies

Canada:

• PIPEDA requires consent
• Provincial laws may be stricter
• Notification required
• Purpose must be explained

Best Practice:

• Always play announcement (regardless of jurisdiction)
• Provide opt-out option
• Document consent
• Follow strictest applicable law
• Consult local legal counsel

Access via Web Portal:

Recording Details:

• Date and time
• Duration
• Caller/called numbers
• Direction (inbound/outbound)
• User who recorded
• File size
• Format (usually .wav or .mp3)

Email Recording Delivery:

Automatic Email:

• Recording sent to email after call ends
• Arrives within 1-5 minutes
• Email includes:
  • Call details (date, time, parties)
  • Recording as attachment or link
  • Duration
  • Notes/tags

Email Example:

Subject: Call Recording - 555-123-4567

Call recorded on 2025-01-15 at 2:30 PM
Duration: 5 minutes 23 seconds
With: 555-123-4567 (John Customer)
Direction: Inbound

Recording attached: recording_20250115_1430.mp3

Click here to play in browser: [Link]

Configuration:

• Enable in User Settings > Call Recording
• Enter email address
• Choose format (attachment vs link)
• Set retention period

Benefits:

• Instant access after call
• Easy to forward to colleagues
• Archived in email for retrieval
• No need to log into portal

API Access to Recordings:

For Developers/Integrations:

API Endpoints (typical):

GET /api/recordings
- List all recordings

GET /api/recordings/{id}
- Get specific recording details

GET /api/recordings/{id}/download
- Download recording file

DELETE /api/recordings/{id}
- Delete recording

Integration Use Cases:

• CRM Integration: Attach recordings to customer records
• Ticketing Systems: Link recordings to support tickets
• Compliance Systems: Archive recordings in compliance vault
• Analytics: Analyze recordings for keywords, sentiment
• Training Platforms: Use recordings for agent training

Authentication:

• API key or OAuth token required
• Permissions control access
• Audit logs track API usage

Documentation: Contact administrator or see developer documentation for API details.

Recording Storage:

Storage Location:

• Cloud storage (most systems)
• On-premises storage (some systems)
• Encrypted at rest
• Redundant backups

Retention Periods:

• Default: 90 days typical
• Compliance: May be longer (1-7 years)
• Automatic Deletion: After retention period
• Extension: Request longer retention if needed

Storage Limits:

• User quota: 100-1000 recordings typical
• Total storage: Varies by plan
• Oldest deleted first when limit reached
• Critical recordings: Flag to prevent auto-deletion

File Formats:

• WAV: Uncompressed, high quality, large file
• MP3: Compressed, good quality, smaller file
• AAC: Modern compression, efficient
• Configurable in system settings

Download & Backup:

• Download important recordings locally
• Create backups before retention expiration
• Export entire archive if needed
• Cloud storage for long-term retention

Quality Assurance & Monitoring:

Process:

1. Supervisor selects recordings to review
2. Listens to customer interactions
3. Scores agent performance
4. Provides feedback
5. Tracks improvement over time

What to Evaluate:

• Greeting and opening
• Active listening
• Problem-solving
• Product knowledge
• Professionalism
• Closing and follow-up

Benefits:

• Identify training needs
• Recognize top performers
• Standardize service quality
• Improve customer satisfaction
• Coaching opportunities

Best Practices:

• Review representative sample (not just complaints)
• Use consistent scoring rubric
• Provide timely feedback
• Celebrate wins, coach improvements
• Track trends over time

Agent Training & Development:

Training Uses:

New Hire Training:

• Listen to excellent examples
• Hear common customer scenarios
• Learn product explanations
• Understand objection handling
• Model professional tone

Ongoing Development:

• Self-review (agent listens to own calls)
• Peer review (team listens together)
• Coaching sessions (manager + agent)
• Best practice library (top recordings)
• Difficult scenarios (how to handle)

Training Library:

• Great Calls: Examples to emulate
• Tough Calls: Learning opportunities
• Common Scenarios: Frequent situations
• Product Training: Complex explanations
• Objection Handling: Effective responses

Self-Improvement:

1. Agent records calls
2. Listens later with fresh perspective
3. Identifies strengths and weaknesses
4. Practices improvements
5. Records again to measure progress

Dispute Resolution:

Common Disputes:

• Customer claims agent made promise
• Agent says customer agreed to terms
• Billing disputes (who said what)
• Service level agreements
• Verbal contracts

How Recordings Help:

1. Objective Record: Captures exact conversation
2. Resolve Quickly: No "he said, she said"
3. Protect Company: Prove agent followed policy
4. Protect Customer: Prove agent error
5. Fast Resolution: Listen to recording, determine facts

Process:

1. Dispute raised
2. Locate recording by date/time/number
3. Review relevant portion
4. Determine facts
5. Resolve based on evidence
6. Document outcome

Legal Protection:

• Evidence in lawsuits
• Proof of compliance
• Protection from false claims
• Documentation of consent
• Contract enforcement

Regulatory Compliance:

Industries Requiring Recording:

Financial Services:

• SEC/FINRA requirements
• All customer communications
• 7-year retention
• Tamper-proof storage
• Audit access

Healthcare:

• HIPAA compliance
• Patient consent verification
• Verbal orders documentation
• Quality assurance
• Training

Legal:

• Client consultations
• Verbal agreements
• Case documentation
• Conflict checks
• Billing verification

Insurance:

• Claims calls
• Policy sales
• Coverage verification
• Claim adjustments
• Fraud prevention

Compliance Benefits:

• Prove adherence to regulations
• Pass audits successfully
• Demonstrate due diligence
• Protect against violations
• Training compliance

Business Documentation:

What to Record:

• Verbal Agreements: Capture terms
• Order Details: Customer specifications
• Technical Support: Troubleshooting steps
• Important Instructions: Complex procedures
• Customer Requests: Special requirements
• Complaint Details: Issues reported

Documentation Process:

1. Record call with important information
2. Transcribe key points after call
3. Attach recording to CRM/ticket
4. Tag/categorize for easy retrieval
5. Reference in follow-up communications

Benefits:

• Accurate records (no memory errors)
• Reference for follow-up
• Transfer knowledge to team
• Audit trail
• Customer history

Example Scenario:

Customer calls with complex technical issue
→ Agent records troubleshooting session
→ Issue not resolved on first call
→ Next agent listens to recording
→ Continues where last agent left off
→ Customer doesn't repeat information
→ Faster resolution