Call Recording

Updated: Feb 19, 2017

About Call Recording

Call Recording is an included feature with your Telzio service. You can playback and download recordings on the Call Recordings page from your Telzio Dashboard.

You can record calls a few different ways:

  • Record all incoming calls to a phone number, department, or office.
  • Record all inbound and outbound calls for a User.
  • Start recording during an active call using the Telzio mobile app.

In this article, you’ll learn how to record calls.


Definitions

When we talk about Call Recording, we use some terminology that you should familiarize yourself with before you get started.

  • Call Flow
    A Call Flow is the arrangement of features and settings designed to automate inbound calling.
  • Actions
    Actions are the features that make up your Call Flow, such as Queues and Call Forwarding.
  • Queue
    An Action in the Call Flow that places callers on hold until the next agent is available.
  • Forward Call
    An Action in the Call Flow that routes incoming calls to Users and Groups.

Call Flow

You can record all incoming calls routed through Queues and Call Forwarding Actions.

Call Recording in Queues

To record all calls coming through a Queue, follow these steps:

  1. Navigate to your Call Flows.
  2. Click on the desired Call Flow to open its settings.
  3. Click on the Queue Action to open its settings.
  4. Under Call Settings, mark the box next to Record Calls.
  5. Click Update.
    All calls coming through this Queue will now be recorded.

Call Recording in Forward Call

To record all calls coming through a Forward Call Action, follow these steps:

  1. Navigate to your Call Flows.
  2. Click on the desired Call Flow to open its settings.
  3. Click on the Forward Call Action to open its settings.
  4. Under Call Settings, mark the box next to Record Calls.
  5. Click Update.
    All calls coming through this Forward Call Action will now be recorded.

User

You can record all incoming and outgoing calls for a given User, by following these steps:

  1. Navigate to the Users page.
  2. Click on the User to open its settings.
  3. Scroll slightly down the page to the Record Calls setting, and switch the toggle to ON.
  4. Click Update Details.
    All calls going in and out for this User will now be recorded.
    The Account Owner can access the User’s recordings on the Call Recordings page, and the User can access their own recordings on their Call Recordings page by logging into the Telzio website with their User credentials.