Call Recording

Overview

Call Recording provides the ability to force a call to be recorded or not recorded based on a call flow and override all other recording settings. If a call is to be recorded, it can start immediately. This will incorporate any announcements, hold music, etc. prior to being answered. It can also have the recording start at the time that the call is answered. Call recording can force a call to be recorded prior to going to a specific destination that does not allow call recordings to be set, such as ring groups, IVR etc. 

Note that there are rules and regulations regarding recording of calls established by various entitiies such as the Payment Card Industry Data Security Council (PCI DSS) but can also be set on a country, state, local, or even corporate level. Given the variability that this introduces, E-MetroTel advises researching your requirements before configuring your UCx recording settings.

To access the Call Recording page, perform the following steps:

 

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Call Recording
This functionality is not supported on the Galaxy Mini hardware platform.

Usage

In our example, we want to record calls going to the ring group for the support team. Instead of enabling call recording for each individual extension of the ring group, we create a call recording instance prior to going to the ring group.

To create a call recording, perform the following steps:

  1. Enter a Description for the call recording, e.g. Support Group Recording

  2. Select the Call Recording Mode that you want for the call flow

    Call Recording Mode
    Behavior
    Allow Honor normal downstream call recording settings
    Record on Answer Start recording when the call is answered, ignoring any downstream settings that say otherwise
    Record Immediately Start recording immediately capturing ringing, announcements, MOH etc.
    Never Disallow recording, ignoring downstream settings

     

  3. Enter the desired Destination, e.g. Ring Groups

  4. Press the Submit Changes button

Other Call Recording Options

Call recording options can also be set directly in the following pages:

  • Extensions
  • Queues
  • Inbound Routes

See Call Recording Options for details.