Recording Calls in OB Call Campaigns

Use

CAUTION:

The legislation related to data protection and privacy varies in different countries. You may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.

The calls made during a campaign can be recorded. Administrators may:

  • Disable the recording function.

  • Enable recording, so that agents can start and stop recording.

  • Force the recording function so that all campaign phone calls are recorded.

  • Connect recording to certain script answers.

Use of the function depends on which of the options above is in use in your campaign.

Procedure

If the recording is enabled, to start recording, select the Recording checkbox. To stop recording, deselect the checkbox.

If the recording is forced, it is done automatically so that an agent has no control of it.

If the recording is connected to a script answer, recording starts when this option is chosen. The call is recorded until it is ended.