Call recording

Call recording

With the feature Call recording you are able to record, save and replay your phone calls.

Legal aspect. Please note that you are responsible for the legal compliance of recording phone calls. This means that you have to inform the caller about recording their phone call.

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Three ways to record your calls

It is possible to record your calls in three different ways. You can record incoming calls, outgoing calls or you can choose when you want to record a call. A combination of these options is also possible.

1. Call recording on demand

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For when it is not necessary to record all calls, but that one call should be, we have call recording on demand. By activating call recording on demand, you are able to start a call recording while you are on an active call. Simply press * and then a 2 to start recording calls. It’s that simple!(This comes handy when you are dialling out from a VoIP account that has not been selected for outgoing call recording.)
  • Log on Freedom.
  • Go to Admin.
  • Click on Call recording.
  • Select Allow call recording on demand
  • Choose how many months you want to save your recorded calls on Freedom for. This can be set to any period from 1 month to 7 years. (Please note that you pay extra for each month of retention)
  • Click on save.
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How do I use Call recording on demand?

  • You are on a call at the moment and you decide that you want to record the rest of the conversation.
  • Press * and then a 2 to start recording.
  • The recording ends when the call is disconnected.
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This functionality does not work if the conversation is transfered to an external number. The *2 combination only works when the call is being made on the Voys netword. .

2. Record all incoming calls

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If you want to record all your incoming calls, you can make the following steps:

  • Log in on Freedom.
  • Go Admin in the left menu and click on Call recording.
  • Check Allow call recording.
  • Incoming calls: Enable the recording of incoming calls in your dial plan after you have completed all the steps below.
  • Outbound calls: Choose whether you want to record your outbound calls by selecting the VoIP accounts and trunks for which you would like calls to be recorded.
  • Recording on Demand: Check 'Allow call recording on demand' if you would like to be able to start recording during an active call.
  • Now choose how many months you want to save your recorded calls on Freedom for. This can be set to any period from 1 month to 7 years. (Please note that you pay extra for each month of retention)
  • Click on Save.
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Are you transfering incoming calls to an external phone number like your mobile number? Call recording works for those calls as well!

The recording of all inbound calls is set via the Dialplan.

Adding call recording in the dial plan

  • Click 'Dialplan' in the main menu.
  • Select the number you want inbound calls recorded for
  • In the very first step of your dialplan, click 'Add step' and select ‘Call recording’ from the drop-down-list.
  • In the second step, add a destination for your call i.e. VoIP account(s)/ Call group/ Fixed destination, etc.

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It can take up to an hour before a recorded call is visible in your call list. Recorded calls will always be available in one working day.

3. Record all outgoing calls

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  • Log on Freedom.
  • Go to Admin.
  • Click on Call recording.
  • Select Allow call recording.
  • Make a selection on how you want to record outgoing calls. Here you have three options
    • None. This means that you do not want to record outgoing calls.
    • All VoIP accounts. This means that all outgoing calls will be recorded.
    • Selected VoIP accounts. This means the outgoing calls of only selected phones or colleagues will be recorded
    • Select how long you want the recordings to be saved
    • Click on Save
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It can take up to an hour before a recorded call is visible in your call list. Recorded calls will always be available in one working day.

Managing your recorded calls

Go to Calls in the menu bar.

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Here you can listen to and download recorded call conversations. Behind the recorded calls, you will find:

  • A play button
  • A stop button
  • A download button
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Costs

Note that call recordings are billed at R0.05 per recorded minute per month saved. So if you were to save 1,000 minutes of recordings for 2 months the total price for these recordings would be R100.00 (1,000 minutes x R0.05 x 2 months). Billing takes place once a month. In this example R50.00 per month.

Also good to know

  • If you have set that calls be recorded for 1 month, recordings really do disappear after that 1 month of the call being recorded and can not be retrieved thereafter.
  • Tip: Save money by downloading recordings of important calls and storing them locally instead of saving them on Freedom for periods longer than a month.

Do note

  • Calls that are transferred via Blind Transfer, do not recordIn order to have your transferred calls recorded, ensure to complete your transfer by doing an Attended Transfer.
  • Voys App calls made via a two-step call will not be recorded. In a two-way call, our platform will first call your mobile number and then the number you want to call.

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Updates

We are constantly working on our platform and other products. If you want to stay informed of all updates, check for new updates

Still, want to speak to a colleague?

Can't quite figure it out or get it right? Call our Customer Happiness Team at 021 012 5000 or send an email to info@voys.co.za