Occupiers and operators can record calls associated with nominated numbers. Occupiers or the operator can listen to, download, export, or email recorded calls or groups of recorded calls from the call recording portal.
Notes:
Phone numbers with call recording enabled can be viewed in the essensys Platform. See
Call recordings are listened to, downloaded, exported, and emailed from the Call recording portal. See Call recording portal.
Occupiers can request access to the portal for their individual users or for group administrators. (The user sees user and group info, whereas the group admin sees all details within their group.)
When an occupier moves out, all of their recording data is deleted 30 days after the call recording service is de-provisioned. The occupier will not be warned about the deletion, and will need to handle their own compliance processes by downloading or exporting call data as required.
Important: Occupiers with call recording need to manage their own back-ups.
Setting up call recording
You need to raise a case that describes the numbers that you want to record (or that you want to stop recording), and assign a call recording service to the occupier or account.
Before you begin
You must have at least one allocated phone number. This enables the Request a telephony configuration change menu.
You must add the call recording service
Procedure
Add the Call recording service, selecting the number of instances required from the Quantity field.
Once you have supplied all the required details via the automated case, essensys will configure your call recording for you.
Important: Calls that are forwarded to a mobile or similar will not be recorded, even if call recording is enabled for the forwarding phone number.
View call recording details (Platform)
At the top-right of the page, click Call recording.
The Call recording page opens. The page displays the details of the phone numbers that currently have call recording enabled.Click Back to return to the Telephony page.
Listen to and manage call recordings (Call recording portal)
Call recordings are listened to, downloaded, exported, and emailed using the third-party Call recording portal.
Log in.
View the call recordings.
Calls are listed in the middle as below
To play a call, simply click the speaker icon.
To export individual calls or groups of calls, select the call or calls you wish to download and then click on the download icon.
Detail reference
Call recordings page
Shows a list of phone numbers that currently have call recording enabled. Calls to these numbers are recorded, and the recordings are stored for a time-limited period.
Name | Description |
Back | Return to the Telephony page. |
Call recordings:
| Each row represents a phone number that is currently enabled for call recording.
The details include the external phone number, internal extension number, and assigned to value. The assigned to value is the display name for the number and typically matches the assigned user name. |