Overview:
This article will show administrators how to set up and use Spoke Phone's call recording feature.
It includes the following sections:
- Enabling call recording for your company, and setting up call recording defaults for all users
- Setting up different call recording rules for individual users
- Setting up call recording announcements so customers know you are recording their calls
- Restrict Call Recording Access to Administrators
Enabling call recording for your company, and setting up call recording defaults for all users
The Spoke Phone call recording feature can be set at the company level (globally for all users), and specific individual user's can have a different set of call recording rules that override the company defaults. To get started, define the default company call recording rules:
- Log into your Spoke Phone account portal online.
- Go to Other > Advanced > Call Recording
- Scroll down to the field What calls do you want to record?
- Select which types of calls you want to have recorded. The options available are:
| None | Record no calls and do not allow calls to be recorded. |
| Mandatory recording of all internal and external calls. | Will record all calls between employees (internal calls), and all calls between employees and customers (external calls). |
| Mandatory recording of all external calls. | Will record all calls between employees and customers (external calls), and no other calls will or can be recorded. |
| Mandatory recording of all internal calls. | Will record all calls between employees (internal calls), and no other calls will or can be recorded. |
| Mandatory recording of all inbound calls. | Will record all calls coming into Spoke Phone (inbound calls) from customers (external calls). No other calls will or can be recorded. |
| Mandatory recording of all outbound calls. | Will record all calls going out of Spoke Phone (outbound calls) from employees to customers (external calls). No other calls will or can be recorded. |
| User chooses - Start with recording OFF | Allows the user to choose to record the call or not, but starts the call with recording turned OFF. |
| User chooses - Start with recording ON | Allows the user to choose to record the call or not, but starts the call with recording turned ON. |
Setting up call recording announcements so customers know you are recording their calls
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:
- Log into your Spoke Phone account portal online.
- Go to Other > Advanced.
-
Scroll down to the Call recording section.
-
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.
Setting up different call recording rules for individual users
Specific individual user's can have a set of call recording rules that override the company defaults. To get started:
- Log into your Spoke Phone account portal online
- Go to Other > Advanced > Call Recording
- Scroll down to Call Recording Overrides
- Enable the switch, then;
- Go to Users > Manage Users and edit the user in question
- Scroll down to the Call Recording section
- Select which types of calls you want to have recorded for this user. The options available are:
| None | Record no calls and do not allow calls to be recorded. |
| Mandatory recording of all internal and external calls. | Will record all calls between employees (internal calls), and all calls between employees and customers (external calls). |
| Mandatory recording of all external calls. | Will record all calls between employees and customers (external calls), and no other calls will or can be recorded. |
| Mandatory recording of all internal calls. | Will record all calls between employees (internal calls), and no other calls will or can be recorded. |
| Mandatory recording of all inbound calls. | Will record all calls coming into Spoke Phone (inbound calls) from customers (external calls). No other calls will or can be recorded. |
| Mandatory recording of all outbound calls. | Will record all calls going out of Spoke Phone (outbound calls) from employees to customers (external calls). No other calls will or can be recorded. |
| User chooses - Start with recording OFF | Allows the user to choose to record the call or not, but starts the call with recording turned OFF. |
| User chooses - Start with recording ON | Allows the user to choose to record the call or not, but starts the call with recording turned ON. |
Restrict Call Recording Access to Administrators
By default, only Spoke Phone users with the Administrator role are able to listen to all call recordings.
A Spoke Phone who has is assigned a Member role is only able to listen to their own call recordings (e.g. for calls they were on).
A Spoke Phone Administrator is able to listen to and download any and all calls from the Spoke Phone Account Portal, whereas a Spoke Phone Member is able to listen to only their call recordings via the Spoke Phone app or the post-call email sent to them after a call ends.
You are able to fully restrict a Spoke Phone Member user from being able to listen to their call recordings in the Spoke Phone app, and exclude call recording links from the post-call emails.
How to Restrict Call Recordings Access
- Go to the Spoke Phone Account portal and to: Advanced → Other → Other Settings
- Set the Minimum Access Role to: Administrator