How to set up and use call recording

Overview:

This article will show administrators how to set up and use Spoke Phone's call recording feature. 

It includes the following sections:

Setting up call recording

The call recording feature can be turned on or off for the entire company. You can choose to force all users to record all calls or allow users to turn recording on or off during a call by tapping the record button on the call screen.

  1. Log into your Spoke Phone account portal online.
  2. Go to Other > Advanced.
  3. Scroll down to the field What calls do you want to record?
  4. Click on the field to view the dropdown options (see table below for descriptions of each option). 
  5. Select which types of calls you want to have recorded.
Option Description
None

No calls will be recorded.

Mandatory recording of all internal and external calls

All calls will be recorded.

No option for users to stop or start during a call.

User chooses - start with recording on

All calls start with call recording turned on by default.

Users can manually turn call recording off (and on again) at any time, during any call. 

User chooses - start with recording off

All calls start with call recording turned off by default. 

Users can manually turn call recording on (and off again) at any time, during any call.

Call recording announcements

Spoke Phone allows you to configure specific call recording announcements depending on the type of call. Follow the steps below to configure your call recording announcement settings:

  1. Log into your Spoke Phone account portal online.
  2. Go to Other > Advanced.
  3. Scroll down to the Call recording section. mceclip0.png
  4. For each of the three call types, configure your preferred announcement option:
      • None (no call recording announcement will play).
      • Spoke default announcement (to preview, select 'Spoke default' and press the play icon).
      • To upload or record a new custom announcement, press the upload arrow icon.
      • Select an existing custom announcement (any existing recordings in your audio library that are type 'call recording announcement' will show in the dropdown list for you to select).
    •  
Important

If you set an announcement message to none, AND you are based in a jurisdiction
where you are legally required to advise callers that they are being recorded,
then you must instruct your users to manually advise callers that they are being
recorded.

How to access call recordings

Users can listen to call recordings for their own calls from the call history in the app. Administrators can listen to and download call recordings for all company calls from the account portal call history. 

1. From the app:

  • Go to the call history tab.

  • Click on the relevant call.

  • Click play to listen to the recording.

2. From the online account portal:

  • Log into the Spoke Phone account portal online.
  • Click on call history in the menu on the LH side.
  • Use the search and filter options to locate the relevant call/s.
  • To listen to, or download the recording and see more information about a specific call, click on the small icon in the first column (see screenshot below). 

mceclip3.png

See also: How to search and filter calls from account portal call history

 

 

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