Call recording

A call recording service can be used for both personal, service call and callback list use. The call recording is a server functionality, meaning that terminal or separate applications (workstation, mobile phone, etc.) are not needed in call recording. Recording requires that either participant of the call is an Enreach user. If a user has a Call recording activated, all the user’s calls in all terminals and numbers are recorded.

The users can log into certain Enreach UI and listen to the call recordings in the Call history list. Only individual users have access to their own call recordings and call information by default. Supervisors and Group Managers can only access call recordings with special authorization. Recordings are stored in a secured Service Center during the service contract period. The default setting for call recording storage is five days unless a longer storage retention period for calls has been specifically agreed upon. The call retention period is defined at the moment of the recording. It is also possible that a customer can get recorded files downloaded to own storage and use, but this must be agreed and defined separately.

Call recording settings are defined in user or service queue settings. There are 4 different options that can be activated by the user or supervisor depending on the access rights set to a user.

• Called and answered: all calls are recorded 24/7.

• Answered: answered calls are recorded.

• Called: outgoing calls are recorded.

• DTMF: calls are recorded only when the user activated the recording using DTMF tones.