This guide walks you through the various Call Recording settings found within the Revenue.io Admin Console.
How to Configure Call Recording Compliance Settings
To get started, click the Call Recording link under the "RingDNA" product to access your Call Recording settings:
Overview tab
On this tab, you’ll be able to configure the general settings for Call Recordings in your Revenue.io account.
Account-Level Call Recording Preferences
The first dropdown setting, What types of calls would you like to be recorded? provides 4 call recording options:
- All - When selected, both inbound and outbound calls will be recorded.
- Inbound - When selected, only Inbound calls will be recorded.
- Outbound - When selected, only Outbound calls will be recorded.
- None - When selected, no calls will be recorded.
Note: International calls (non-US phone numbers) will be recorded only when the "International" toggle is enabled on the International tab and call recording preferences are enabled for specific countries. See below for details.
Call Recording Locks
A lock button allows Admins to lock and unlock the Account-level Call Recording dropdown setting. This lock can permit or prohibit Teams and individual users from setting their own Call Recording preferences.
LOCKED 🔒
When the Account-level Call Recording dropdown is LOCKED, all Teams and individual users will inherit the Call Recording dropdown setting and they'll be prohibited from setting divergent call recording preferences.
Use Case Example: Account-level setting LOCKED🔒:
Assume the Account-level Call Recording dropdown is set to "Inbound" and the setting is locked. Teams and individual users are prohibited from setting their own recording preferences. All users in the account would only have Inbound calls recorded:
When the Account-level setting is locked, Teams are prohibited from setting their own Call Recording preferences:
While the Account-level setting is locked, individual users are also prohibited from setting their own Call Recording preferences:
UNLOCKED 🔓
When the Account-level Call Recording dropdown is unlocked, then Teams and individual users are permitted to set call recording preferences independently from this Account-level dropdown. Team Supervisors also have the ability to lock their call recording preferences at the Team-level; Doing so prohibits Members of their Team from setting divergent user-level call recording preferences. See use cases below for details.
Use Case Example: Account-level setting is UNLOCKED🔓 but Team setting is LOCKED🔒:
Assume the Account-level setting is set to record only Outbound calls and the lock is unlocked:
When the Account-level setting is unlocked, Teams are permitted to set different Call Recording preferences.
In this example, the Team has set their Call Recording to "Inbound" and the Team Supervisor has locked this setting:
Because the Team-level setting is locked, this Team Member inherits their Team's Call Recording preferences and is prohibited from changing the call recording setting on their RingDNA Settings page:
Use Case Example: both Account and Team settings are UNLOCKED🔓:
Assume the Account-level Call Recording dropdown is set to "Outbound" and the setting is unlocked. Teams and individual users are permitted to set their own recording preferences.
Because the Account-level setting is unlocked, the Team is permitted to set a different Call Recording preference. This Team has unlocked their Call Recording setting, thus allowing Members to set different Call Recording preferences:
While the Account and Team-level settings are unlocked, members of the Team (and any users who don't belong to a Team) are permitted set their own Call Recording preferences:
Inbound Call Recording Announcement
Enabling the inbound call recording announcement will alert inbound callers via a personalized MP3 that their call will be recorded. If no audio is uploaded, a generic TTS message will play.
When enabled, the call recording announcement will be played for the caller automatically.
Outbound Call Recording Announcement
Enabling the outbound call recording announcement will alert recipients of outbound calls via a personalized MP3 that their call will be recorded. If no audio is uploaded, a generic TTS message will play.
When enabled, agents are presented with a recording prompt icon in RingDNA to manually play the prompt for the caller. Clicking the icon highlighted below will playback the recording announcement.
Advanced tab
This tab allows Admins to configure advanced Call Recording settings such as the ability for Agents to start and stop call recordings or restricting the ability to download call recordings
Settings on the Advanced tab
Allow users to start, stop, and resume recordings
This setting offers 3 options:
- No (default)
- Start Recording Manually
- Start Recording Automatically
Recording Download Permission
This setting offers 2 options:
- All Users (default)
- Admins Only - When selected, only Admin users will be allowed to download call recordings
Display the recording status in the Softphone
When this is enabled, RingDNA users will see the recording status within the Softphone.
Call Recording Page Accessibility
Call recording pages are accessible by default to anyone in your organization with login credentials for Revenue.io. If you wish to prohibit access to these pages, select Agent and all team members with listen-in capabilities from the dropdown. This will ensure that access to the call recording is limited to the Agent on the call, the Agent’s Supervisor(s), account Admins, and all Team members with listen-in capabilities.
This setting offers 2 options:
- All Users (default)
- Agent and all team members with listen-in capabilities
Agent-only call recordings
This feature enables the creation of single-channel (agent-only) recordings for calls involving phone numbers in states with special consent required. For details on this feature, please click here.
Note: When the "United States" granular call recording toggle is ON, then the logic of generating Agent-only call recordings will be governed by the state controls in that table. (See "United States tab" below for details.)
Create Recordings Based on External Callers Only
When enabled, calls will be recorded based on the state-by-state or the country-by-country granular controls of the external caller. The jurisdiction of the Revenue.io agent will not be used to validate if a recording is generated.
United States tab
Because call recording laws vary between U.S. states, Revenue.io enables domestic customers to centrally manage team recording capabilities on a state-by-state basis.
DISCLAIMER: Revenue.io's call compliance tools are not a substitute for legal advice. Always check your local laws and regulations to ensure you are in compliance.
The United States tab provides a breakdown of how states with differing compliance laws interact with one another. Enabling granular control of theUnited States lets you select individual US states in which calls will be recorded. From here, you have the option to Record All Parties, Record Agent Only, or No Recording.
International tab
You can also utilize granular control by country. The page below follows the same format as the Call Recording by State, in that you can turn on a country for call recordings by simply toggling the option to Record All Parties, Record Agent Only, or No Recording.
When International call recording is disabled, Revenue.io will not generate any recordings for calls to and from international countries.