On-Demand Call Recording (ODCR) is an add-on feature that records calls for extensions. Each extension has 15 hours of recording time, and you can delete recordings to free up time.
Transcriptions can be retrieved in the Desktop App if you use the Vonage Integration Suite (VGIS).
Permissions to manage On-Demand Recordings are handled as follows:
- All user types can view, delete, and download their own recordings.
- Administrators can add, assign (or reassign), and view recordings, or change the legal disclaimer for all user types; otherwise, they can manage ODCR options/settings for their extension only.
- Super Users can add, assign (or reassign), and manage recordings for any user type.
You can transcribe these on-demand recordings using the add-on AI Transcriptions for On-Demand Call Recordings.
Add, Assign, Reassign On-Demand Call Recordings
| Add | Contact Us |
| Assign or Reassign |
- Sign in to the Admin Portal.
- Click Billing, then click Manage Services.
- Hover over On-Demand Call Recording and click the Magnifying Glass.
- Assign or reassign On-Demand Call Recording:
| Assign | Go to the Select from Available Extensions drop-down and select an extension. | | Reassign | Click the X icon next to the current extension, select a new extension from the drop-down, and click Add Selected Extension(s). |
- Click Add Selected Extension(s).
- Click Save.
|
Use On-Demand Call Recording
Once added and assigned to your extension, start and stop recording as follows:
| Phone Keypad |
The following options play an audible beep on each key press that the other party can hear. To suppress the beep, ask your Administrator to update the Legal Disclaimer setting.
- Start / Resume recording: press *7 on your phone.
- Stop / Pause recording: press *8 on your phone.
|
| Desktop or Mobile App | Click or tap Record (bottom of screen) to toggle between start/resume and stop/pause recording. |
Manage Recordings and Settings
Super User and Administrator
View Recordings
- Sign in to the Admin Portal.
- Click Phone System, then click On-Demand Recordings.
| Extension | Filters recordings by a specific extension. |
| Filter By | Filters by time frame:
- Last 24 Hours
- Last 7 Days
- Last 30 Days
|
| Search | Filters recordings by search criteria.
- Calling Name
- Call Direction
- Start/End Date
- Duration
- User Notes
|
| Refresh | Updates the current list of calls. |
| Add New | Directs you to the store to purchase additional On-Demand Call Recordings. |
Manage Recordings
The Super User can manage recordings for any user type. Administrators can view details for any user, but they cannot play, delete, or download recordings for other user types.
- Sign in to the Admin Portal.
- Click Phone System, then click On-Demand Recordings.
- Hover over the recording and select options:
| Details | Click the Magnifying Glass to view recording details. |
| Play | Click the blue Play button to listen to the recording. |
| Download | Click the Down Arrow icon to download the recording. If you want to download more than one recording:
| Download Multiple | Click the Bulk Edit button, check to select each recording, then click the Down Arrow icon. | | Download All | Click the Bulk Edit button, check all recordings, then click the Down Arrow icon. |
NOTE: Set your web browser to allow pop-ups from app.vonage.com. |
| Delete |
Click the Trash icon to delete the recording.
NOTES:
- Deleted recordings are placed in the Recycle Bin for 7 days and can be recovered by a Super User during that time; they are permanently deleted after 7 days.
- All recordings are deleted permanently if you remove this feature or cancel your services.
|
Manage Settings
- Sign in to the Admin Portal.
- Click Phone System, then click On-Demand Recordings.
- Select options:
| Edit Recording Settings |
| Record All Calls |
The Super User and Administrator can modify this setting for their own extension only if ODCR is assigned. Any other user type must Contact Us to apply this setting.
- Mark to automatically record all calls.
- Click Save.
| | Legal Disclaimer |
Only a Super User or Administrator can modify this setting for any user type.
- Choose from these options:
-- No Disclaimer
-- Audible Beep Every 15
Seconds - Click Save.
|
|
| Bulk Edit |
The Super User can apply this setting to any user type, and an Administrator can apply it to their own extension if ODCR is assigned.
To use, mark multiple calls and select options to delete or download simultaneously.
|
End User
View Recordings
You can view up to 120 days of call recordings, with a maximum of 400 recordings, in the Desktop App. The system deletes the oldest recordings if you have more than 400.
- Sign in to the Desktop App.
- Click Calls, then click the Recordings tab.
Manage Recordings
- Sign in to the Desktop App.
- Click Calls, then click the Recordings tab.
- Click a recording and select options:
| Play | Click the blue Play button to listen to the recording. |
| Download | Click the Down Arrow icon to download the recording. |
| Delete | Click the Trash icon to delete the recording.
NOTE: When recordings are deleted, they are placed in the Recycle Bin for seven days and can be recovered during this time. After seven days, recordings are permanently deleted and cannot be recovered. Removing the On-Demand Call Recording feature or canceling your account permanently deletes all recordings. |
Troubleshoot On-Demand Recordings
If you cannot access call recordings, try these steps:
- Use a supported browser; Google Chrome or Mozilla Firefox are recommended.
- Clear your browser cache and cookies to remove any outdated data; restart your browser after making any changes.
- Disable pop-up blockers that may prevent the player from playing the recording.
If you are unable to hear both sides of a call, verify that your listening device supports stereo recordings. Recordings are produced in two separate channels and require a stereo headset and playback device.
