Call recording and the call log

Turn on recording

Recording is off by default. You turn it on in “General settings” → “Calls and recording”, in the “Record by default” field: “Off”, “Inbound” or “All calls”.

Finer settings are on the “Recording rules” tab in “Calls” → “Call recordings”: which calls to record, for which departments to record everything, and which extensions never to record. There is also the recording notice that the caller hears before the conversation.

You can also always record a single extension, queue or provider line — in its own settings.

If you record customer calls, turn on the recording notice: the caller hears it before the conversation starts.

How long to keep recordings

“Keep recordings” in “General settings” → “Calls and recording” — how many days to keep recordings; 0 means keep them forever. A minute of recording takes about 0.75 MB: watch the free disk space in “Maintenance”.

Listen to recordings

“Calls” → “Call recordings”, the “Recordings” tab:

• filters by period, direction, number, employee and queue;
• a player with seeking and playback speed;
• “Download MP3” and “Download WAV”.

Every time someone listens to a recording, it is written to the log. Only the administrator can delete recordings.

Call log

“Calls” → “Call log” is the history of all calls: time, direction, who called whom, queue, wait, duration, result and the call recording.

• Filters: period, direction, result (“Answered”, “Missed”, “Busy”, “Failed”), queue, and your number that was called.
• Search by phone number.
• “Export” — export the calls with the current filters to CSV.

The list refreshes by itself every 30 seconds.