Record a Call

You can start or pause recording of an active phone call if the Recording button is active. Administrators set up the recording function in System Configurator. Recording can start automatically for all calls, or only in certain occasions. It can also be set to always-on, in which case the Recording button is disabled.

Where required, the customer must consent before the call can be recorded.

  1. To start the recording, choose the Start Recording button.

    If the customer consent is missing, recording cannot be started but a confirmation question is asked. If there is a need to record without the consent, answer the question accordingly.

  2. To pause the recording, choose the Pause Recording button.

    The recording is stopped when the call is disconnected.

The recordings can be listened to in the Conversation Details view.