Admin Portal – Call Recordings

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Introduction

The Call Recording feature provides a hosted mechanism to record the calls placed and received on the Carrier platform for replay and archival. This feature is helpful for quality assurance, security, training, and more.

The Call Recording service is a hybrid feature, where the Carrier platform enables the Call Recording user feature settings, while storage and management of recorded calls are delivered via a portal of the third-party partner, Dubber. Recording of calls are securely sent to the Dubber platform for playback and general management.

Feature Prerequisites

  • The Call Recording feature must be enabled by your service provider and requires an agreement with Dubber. Go to https://www.dubber.net/contact-us/ for detailed information about the product, pricing, and to create an account.
  • Once ordered by your service provider, administrators can entitle the end-users with the Call Recording feature.
  • The Call Recording user feature is managed on a per-user basis.
  • It is recommended to consult your legal department regarding regulatory requirements about recording calls.

Call Recording Entitlement for Users

Administrators can enable end users with the Call Recording feature. To do so, follow these steps:

  1. Log in to the admin portal.
  2. From the dashboard, select the Users tab in the left-hand navigation. Here you will find a list of your users.
  3. Find and select the user you would like to enable Call Recording for and select the Actions drop-down menu.
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  5. Select Edit and the Edit User window appears.
  6. From here, select Call Recording in the left-hand navigation.
  7. Select the toggle to enable. This will expand a menu of options to configure for the user.
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  9. Once enabled, you can see the IDs that will be used to create the user account in the Dubber portal.
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  11. Choose when you would like calls to be recorded. Options include:
    • Always
    • Always with Pause/Resume.
    • On Demand (Triggered by User Dialing *44)
    • On Demand with User Initiated Start

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  12. Check the boxes next to these options to enable the following features:
    • Play Recording Start/Stop AnnouncementNote: Call recording is governed by both Federal and State laws. Consult with legal counsel for your State’s requirements on playing announcements.
    • Record Voice Messaging
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  14. To enable the pause/resume notification, select this toggle. Then choose the notification type. Options include:
    • Play Announcement – When enabled, the following notifications will play: Paused – “Your call recording has been paused successfully.” Resumed – “Your call recording service has been resumed successfully.”
    • Beep
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  16. Enable a repeat recording reminder tone by checking the box next to Repeat Call Record and select the number of seconds that the tone will repeat from the drop-down menu.
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  18. Select Save to save your changes and complete the Call Recording enablement for the user.

Next Steps in Dubber

To access recordings, follow these steps:

    1. Go to your account in Dubber.
    2. Select the People tab.
    3. Choose the appropriate External Identifier (from the user’s profile within Control Hub).
    4. Select dub.points and click Add Dub Point.
    5. Make the following selections:
      • Product – Choose your product.
      • External Type – Enter BroadWorks.
      • Service Provider – Copy and paste from the user’s profile within Control Hub.
      • External Group – Copy and paste from the user’s profile within Control Hub.
      • External Identifier – Copy and paste from the user’s profile within the Calling Admin Portal.
    6. Select Save to save your changes.