Call Recording Overview
Call recording is valuable to keep important conversations, help train employees, evaluate their performance, and provide them with feedback. This topic describes how does call recording work, recording types, recording prompt, and recording management.
The system records the conversation automatically when a call is established. During call recording, the user can pause and resume recording to avoid the sensitive information being recorded. After the call ends, the system converts the conversation into audio files (.wav) with a digital signature.
You can set up call recording for extensions, trunks, conferences, and queues respectively.
Note: The system automatically records a queue call or a conference call only when you activate recording for a queue or conference. For example, extension 1000 is an agent of a queue, you activate recording for extension 1000, but not activate recording for the queue. When extension 1000 answers a queue call, the call is not recorded.
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