Call Recording is a feature that allows users to record phone calls to their company and personal numbers. This ability is very useful for quality assurance, compliance and training purposes.
- You can manually initiate/stop the recording of an inbound or outgoing call directly through the Ringio application.
- Playback of the call recording is available via the Ringio application -- you can also copy the weblink to share the recording as an MP3 file.
How to record a call:
You will need this feature turned on by your administrator, and your administrator will need to enable the control to record calls during a conversation.
When on a live call with the Ringio application running, simply click on the record button to start recording. You and the caller will hear "this call is now being recorded". If your administrator automatically records all incoming calls, you will see instead a red button showing that recording is on and the message will play, or not, depending on the option selected by your administrator.
To stop recording a call (with call recording on):
Simply press the record button to stop recording a call. Call recording will stop until you press the record button again. Both parties will hear "call recording off".
If a call is being recorded before a caller is transferred, it will continue to be recorded after the transfer until the caller hangs up or the user stops the recording (and has the ability to do so enabled).
If the user presses the Mute button, the user's conversation isn't recorded. If the user places a caller on hold, recording will pause and resume upon unhold.
Note: If your inbound calls are automatically recorded, as set by your administrator:
When a caller calls your company or personal phone number, they will hear the normal greeting options just prior to being routed to a department or user.
If you press the record button to turn off call recording, the caller won't hear the "call recording off" message.
To access a recording:
When you have finished the call, your recording will be processed in real-time and available within minutes. You will see the recording in the Ringio application under a contact's call history.
Simply click on the playback button to listen to the recording in the Ringio application.
You can also click on the weblink button to copy or share the recording as an MP3 file.
If a user is marked as "Private Calls" in the admin panel then there is no way to access recordings of their calls. This is a good setting for executives or people who are in non-customer facing roles.
A normal user can listen to recordings of calls that went to them or that they made, and inbound calls to a department that they're part of. This is a good setting for team members in a customer-facing role that need to collaborate over the history of interactions with a customer.
An administrator can hear all call recordings, except calls that went to users with the "Private Calls" setting.