What is the difference between Personal Call Recording and Recorded calls?
Personal Call Recording |
Recorded calls |
|---|---|
Feature |
Feature |
Enabled in the Admin portal |
Enabled in the Admin portal
|
Activated on user level per Profile |
Activated on user level per Profile |
Recordings accessible only for you |
Recordings accessible on company level |
You only have access |
Administrators have access |
Transcribe on call (AI on calls) |
Transcribe on call (AI on calls) |
Go to our FAQ article Transcribe on call (AI Assist) to learn more about the feature and how to activate it.
Click on the tabs below to use Personal Call Recording and Recorded calls:
Personal Call Recording
Our Personal Call Recording feature gives users the possibility to record their own personal calls.
Personal Call Recording is a feature that can be added to users so that their calls can be recorded.
Administrators and users can then choose which profiles the user should have call recording active on, and they both can set it up. See below how!
For Administrators: Enable Personal Call Recording Calls in the Admin portal
Follow the steps below to enable personal call recording in the Admin portal:
- Go to Profiles
- Tick the box Personal call recording to schedule for which profiles the feature should be activated on
For Desktop Users: Enable Personal Call Recording in the Desktop app
If you have permission from your company's administrator to use personal call recording, you can activate the feature directly in the desktop app.
- Go to Settings in the desktop app
- Navigate to Call Recording & Co-listening
- Click on Personal Call Recording
- Simply change Personal Call Recording to On. Now you have personal call recording to be activated on all Profiles
- You can also choose to record calls only when specific profiles are active. To do so, activate the Edit by profile button from the lower part of the screen. Then you can choose during which profiles your calls should be recorded.
Recorded Calls
Our recorded calls feature gives you the possibility to record your calls.
Administrators and users can then choose which profiles the user should have call recording active on.
For Administrators: Enable Recorded Calls in the Admin portal
- Navigate to Permissions
- Here choose if the user should get the permission to also listen to own recorded calls under the permission Recorded calls
After you have enabled recorded calls on User level you as an administrator can then choose which profiles the user should have call recording active on.
- Navigate to Profiles
- Click on one of the profiles Recorded calls should be activated on
- Check the box for Record all calls
- Then click Save
Now Recorded Calls is activated on that specific profile.
Permissions
When the recorded calls feature is active on a user, it is common to give the user permission to listen and access their own recorded calls. Permissions for this are administered under User > Permissions. There are two different permissions for recorded calls (these permissions are only visible when at least one user has the recorded calls feature):
- Recorded Calls = Gives the user access to the Recorded Calls tab in the admin portal which can be used to access all recorded calls (or only for a specific group)
- Listen to own recorded calls = Gives the user the right to see and listen to their own recorded calls in their call history (softphone/mobile app)
Info
As an Administrator, you can listen to all users’ and queues’ recorded calls directly in the Admin portal.
You can also download and delete recordings.
On FAQ article Recorded calls – Admin portal you can read more how to manage recorded calls in the Admin portal.
Enable Recorded Calls in the Desktop app
If you have permission from your company's administrator to record your calls, you can activate the feature directly in the desktop app.
- Go to Settings in the desktop app
- Navigate to Call Recording & Co-listening
- Click on Call Recording
- Simply change Call Recording to On. Now you have recorded calls activated on all profiles.
- You can also choose to record calls only when specific profiles are active. To do so, activate the Edit by profile button from the lower part of the screen. Then you can choose when your calls should be recorded.
Click on the tab below to read more about Storage, Compliance, and International Considerations:
Storage, Compliance, and International Considerations
Storage
Recorded calls
Recorded calls are stored by Telavox for 2 years. A user with the Recorded calls permission can also delete recorded calls manually via the Recorded calls tab in the admin portal. If you need to store recorded calls yourself or for a more extended period than 2 years, there are solutions to have recorded calls continuously exported to your own (S)FTP server. Contact our support to know more.
Personal Call Recording
The retention period is hard coded to 60 days in scrip server.
Laws and regulations
It is your responsibility to be aware of and act in accordance with all relevant laws and regulations related to call recording, including gathering consent and data storage. Telavox accepts no responsibility for the misuse of our tools and services.
Recorded calls abroad
Calls directly to and from mobile (Telavox) when you are abroad are not recorded. Calls directly to the user’s landline number can, therefore, be recorded even if you are abroad and answer on your mobile phone. You can also make outgoing calls via the mobile app using the VoIP calling method to also have the call recorded when being abroad(provided that the user has the recorded calls add-on and that the active profile is set to record calls).
Delete