Recording Phone Calls

Recording Phone Calls

There are multiple ways to activate call recording in Voradian Telecommunications Platform.

1. Call Recording on all calls in a call queue: This option will record all calls that pass through the call queue.

2. Call recording for individual Users: This will record all calls that pass through the user.

Important note: This will only record calls that pass through the user. A call being delivered directly to a device will NOT record under this scenario.

Example: Call Recording is enabled on User/Extension 101. An inbound call routed through the Routing Hub “xyz” for certain configuration purposes is sent to Device/Extension 101. This call does not pass through User/Extension 101 directly and will not be recorded.

3. Call Recording on a User's Device: This will record all calls (incoming/outgoing) on the User's device.

4. Call Recording on a Per Call or On-Demand Basis:

Option 1 - While on an active call, press *80 (star 80) to start recording. Press *81 (star 81) to stop recording (note the user profile does not require call recording to be enabled for this functionality).

Option 2 - Login into your user PBX Portal and click record or stop record in the active call widget.

Star codes applicable to Call Recording - If call recording is enabled by default at the user or device level, take note of the following:

(a) Using *80 (Start Recording) and *81 (Stop Recording) will only record the calls between the use of the *80 and *81 and not the full call. (Note: These star codes can only be used once per call. Once you dial *80 to start recording and then dial *81 to stop recording, you are unable to start recording again by dialing *80 on the same active call)

(b) *81 will not work if *80 was not previously used.

(c) You may use *82 (Pause Recording) and *83 (Resume Recording) several times within an active call. (Note: After using *82, Call Recording will automatically resume after 1 minute of pause. You may dial *83 before the 1 minute pause expiration to resume recording).

(d) *82 and *83 will work with or without the use of *80 and *81 if call recording is enabled by default at the user/extension, domain, or device level. Call recording by default means that all inbound and outbound calls are automatically recorded at all times.

If call recording is not enabled by default at the user/extension, domain, or device level, take note of the following: Call recording start and stop can only be achieved if *80 and *81 are used. *82 and *83 will NOT work. Call recording must be initiated by dialing *80 in order to pause and resume the recording (*81 and *82).

Note: If *80 was dialed during an active call and *81 was not pressed before the end of the call, the recording will still be ok but will only start from the time you dialed *80 and will automatically stop recording at termination of the call.

Listening to a Recorded Call:

All call recordings will be stored in the users Call History within the User Portal and can be played back on the fly or downloaded to your PC. Just find the call you want to playback and click listen. You can also download the call as a .wav file and play it back on your PC or send it to a third party via email.

Adding Notes to a Recorded Call:

After a call is recorded, it is possible to Add Notes to the call. See the below image.

You will then see a "Notes" pop-up with Disposition, "Reason and a Notes" Field. Simply enter a note or notes and click Save.

NOTE: To create a pre-made list of dispositions to choose from, please open a support ticket for assistance at: support.myvoradian.com

When you Export the call history, you will see the Note/s in the Notes Column next to the call.

Important Call Recording Conditions

There are 2 ways you can call any user/extension on our system:

1. Call the USER which will then follow the answering rules of that user (the default routing is to the user's DEVICE)

2. Call the user's DEVICE directly - which will ignore the User's answering rules, and only ring the specific device.

Note: When routed to a User/Extension in a Ring Group (a.k.a Hunt Group), Call Queue, or a Dynamic Hub, the call wii go directly to the User's DEVICE and not to the USER/EXTENSION “Routing Hub” and therefore will not follow the answering rules set for these hubs.

Call Recording CONDITIONS depend on HOW the call is routed to the user/extension:

CONDITION 1: Call Recording is activated on the user's USER/EXTENSION and DEVICE (this is done in 2 separate configurations), then these conditions will result:

--- Call to DID (Direct 10-digit number for a user/extension): Yes

--- Call to Auto Attendant: Yes

--- Call transferred to an extension: Yes

--- Call Parked and picked up by another extension: Yes

--- Call into Ring Group: Yes

--- Call into Call Queue: Yes

--- Call into Dynamic Hub: Yes

--- Call into Call Stacking: Yes

CONDITION 2: Call Recording is activated on the user's USER/EXTENSION and not the DEVICE, then:

--- Call to DID: Yes, if the DID is routed to the USER/EXTENSION

--- Call to Auto Attendant: Yes, if the AA is routed to the USER.

--- Call transferred to an extension: Yes

--- Call Parked and picked up by another extension: Yes

--- Call into Ring Group: No

--- Call into Call Queue: No

--- Call into Dynamic Hub: No

--- Call into Call Stacking: Yes

CONDITION 3: Call Recording is activated on the user's DEVICE and not the USER/EXTENSION, then:

--- Call to DID: Yes, but only if the answering rules for USER/EXTENSION are routed to the DEVICE.

--- Call to Auto Attendant: Yes, but only if the answering rules for USER are routed to the DEVICE.

--- Call transferred to extension: Yes, but only if the answering rules for USER are routed to the DEVICE.

--- Call Parked and picked up by another extension: Yes, but only if the answering rules for USER are routed to the DEVICE.

--- Call into Ring Group: Yes

--- Call into Call Queue: Yes

--- Call into Dynamic Hub: Yes

--- Call into Call Stacking: Yes