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Company Call Recording

Updated: 11/26/2024 8:48 AM

Company-Wide Call Recording is an add-on feature that allows you to record inbound and outgoing calls by setting rules. Recordings can be reviewed, shared through email, downloaded, and deleted as needed.

  • $20.00* per month/500 hours recording time
  • $10.00 per month for a block of 250 additional hours

Only the Super User and Administrators can set up and manage Company-Wide Call Recording.

Add Company-Wide Call Recording
To add Company-Wide Call Recording call Customer Care at 1300 10 81 84.
Add Additional Recording Hours

To add additional recording hours call Customer Care at 1300 10 81 84.

NOTE: You can automatically increase the storage by 250 hours when your existing recordings fill the available recording time. Just go to Company Recordings and click the Setting icon (top right).

Set Up and Manage Recordings
Create a Rule

Use recording rules to define what to record.

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
    1. Click Recording Rules and then click Add Rule. Options are presented in a four-step flow:
       
      Step 1:

      Specify the rule name, percentage of calls, and call direction and then click Next.

      Recording Rule NameEnter a name for your rule.
      Recording DirectionSelect from the following options:
       
      • Incoming Calls
      • Outgoing Calls
      • All Activity
      NOTE: All extension to extension calling (intra-PBX) is recorded no matter which recording direction is selected. Recording direction only applies to calls to and from external numbers.
      Percentage of Calls to RecordChoose the percentage of the call to record, where options are from 10 to 100 percent (in increments of 10).
      Step 2:Select the To and From calling parties, and then click Next.

      NOTE: The options available to you vary based on the Recording Direction selected from step 1.
       
      If Recording Direction is...Then:
      Incoming Calls
      1. Go to the To section and select the called party:
         
        All PBX DevicesRecord all incoming calls to all extensions.
        Specific Numbers and ExtensionsSelect specific extensions from the menu to record.
      2. Go to the From field and select the calling party:
         
        All NumbersRecord incoming calls from all phone numbers.
        Specific NumbersRecord incoming calls from the phone numbers you enter.
        Click the + or - icons to add or remove numbers.

        NOTE: Choose whether to Include calls with No Caller ID.
      Outgoing Calls
      1. Go to the From section and select the called party:
         
        All PBX DevicesRecord all outgoing calls from all extensions.
        Specific Numbers and ExtensionsSelect specific extensions from the menu to record.
      2. Go to the To section and select the calling party:
         
        All NumbersRecord outgoing calls to all phone numbers.
        Specific Numbers and ExtensionsRecord outgoing calls to the phone numbers you enter.
        Click the + or - icons to add or remove numbers.
      All Activity
      1. Select one of the following:
         
        All PBX DevicesRecord all calls for all extensions.
        Specific NumbersSelect specific extensions from the menu to record.
      ​
      Step 3:
      1. Select an option for Recording Settings where your options are:
      Allow users to pause and resume call recordingsUsers can pause and resume the recording throughout the duration of the call.
      Set Specific Recording LengthSelect an option from the dropdown menu:
      1. Entire Call
      2. First two minutes
       
      1. Mark a disclaimer option and then click Next.
       
      No DisclaimerDo not indicate the calls are being recorded.
      Audible Beep Every 15 SecondsPlay a beep to indicate recording.
      Play disclaimer Message Before CallRecord or upload a message.

      See Record or Upload Greetings for details.
      Step 4:Set the schedule for your rule and then click Finish.
       
      Start DateSelect the date to start recording.
      End DateSelect the date to end recording.
      Never Expires
      • If marked, End Date is grayed out.
      • If unmarked, an End Date must be specified.
      Days of Week to RecordClick the X icon to remove these days from the recording schedule.
      Select From Available DaysClick to add days back to the recording schedule.

  3. Review the Recording Rule Summary and then click Finish.

Manage Rules
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click the Recording Rules tab.
  4. Hover over the rule you want to manage and select an option:
     
    DeleteDeletes the rule.
    CopyCreate a copy of the rule and select a new name and owner.
    Change StatusClick to set a rule as Active or Suspended. If the rule is expired, it is not affected by this option.
    EditModify an existing rule, including enabling or disabling the ability for users to pause/resume recordings.
Search Recordings
Administrators

The last seven days of recordings are displayed by default. To search for recordings older than 30 days, use the following steps:

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click the Magnifying Glass icon and then complete fields.

NOTES:

  • The date range of your search must be less than 60 days.
  • If you delete recordings and your Recording Usage does not change, search for entries older than 30 days and then continue to delete additional recordings.
End users
  1. Sign in to the Desktop App.
  2. Click Calls, then click Recordings tab​​​​​​.
  3. (Optional) In the drop down list next to Search bar, select a filter:
     
    1. All recordings (default)
    2. On Demand Call Recordings
    3. Company Call Recordings
  4. Click on a recording, then click Play to listen to it.
Manage Recordings
In Admin Portal

Company Call Recording does not record unanswered calls, disconnected tones, or disconnected messages.

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click Recordings (at top), then hover over the recording for options:
PlayClick the Play button to listen to the recording.

NOTE: Recordings are split into two channels and require a stereo headset and playback device. If only one-sided audio is heard when reviewing your calls, verify the listening device is capable of playing stereo recordings. If you continue to experience issues, call us at 1300 10 81 84.
DeleteClick the Trash icon to delete the recording.

To delete multiple recordings:
 
  1. Click Bulk Edit.
  2. Mark the box next to each recording you want to delete.
  3. Click the Trash icon (at bottom).
NOTE: When recordings are deleted they are placed in the Recycle Bin for 7 days and can be recovered during this time. After 7 days recordings are permanently deleted and cannot be recovered. Removing Company Call Recording or canceling your account permanently deletes all recordings.
DownloadClick the Down Arrow icon. If you want to download more than one recording:
 
Download MultipleClick the Bulk Edit button, then mark the box next to each recording, and then click the Down Arrow icon.
Download AllClick the Download All button.

NOTE: Set your web browser to allow pop-ups from app.vonage.com.
ShareClick the Right arrow to share a recording via email.
ViewView details of the recorded call.
In Desktop App

Company Call Recording does not record unanswered calls, disconnected tones, or disconnected messages. You can view up to 120 days of call recordings up to a maximum of 400 recordings in the Desktop App. The system deletes the oldest recordings if you have more than 400.

  1. Sign in to the Desktop App.
  2. Click Call Recordings then hover over the recording you want to manage for options:
     
    PlayClick the recording and then click the Play button to listen to it.

    NOTE: Recordings are split into two channels and require a stereo headset and playback device. If only one-sided audio is heard when reviewing your calls, verify the listening device is capable of playing stereo recordings. If you continue to experience issues, call us at 1300 10 81 84.
    DeleteClick the Trash icon to delete the recording.

    To delete multiple recordings:
     
    1. Click Bulk Edit.
    2. Mark the box next to each recording you want to delete.
    3. Click the Trash icon (at bottom).
    NOTE: When recordings are deleted they are placed in the Recycle Bin for 7 days and can be recovered during this time. After 7 days recordings are permanently deleted and cannot be recovered. Removing Company Call Recording or canceling your account permanently deletes all recordings.
    PhoneClick the Phone icon to call the number.
Recover Deleted Recordings

Recordings that are moved to the Recycle Bin can be recovered within 7 days.

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click Recordings (at top) and then click the Recycle Bin button.
  4. Hover over the recording you want to recover and click the Restore icon.
Pause and Resume Recordings

The Account Super User or Administrator can enable or disable the ability for users to pause and resume recordings throughout the call.

  • To create a new rule and set pause/resume settings, refer to Create a Rule.
  • To set pause/resume settings on an existing rule, refer to Manage Rules.

When enabled by the Account Super User or Administrator, users can pause and resume the recording while on the call, as follows:

Phone Keypad
  • Pause recording: press *8 on your phone.
  • Resume recording: press *7 on your phone.
Desktop App
  • Click or tap Record (bottom of screen) to toggle between pause and resume recording.
  • You may also click or tap Stop (top of screen) to pause recording.
Mobile AppTap on the keypad icon, then use the following keypad functions:
 
  • Pause recording: press *8 on your keypad.
  • Resume recording: press *7 on your keypad.

Important Note: If you have Company Call Recording (CCR) with pause/resume enabled and On Demand Call Recording (ODCR) enabled on the same extension, the recording will not be saved under ODCR at all; it will only be saved under CCR. There will be one recorded file that will exclude any portions of the call where the recording was paused.

Access Company Call Recordings from Mobile App

To view the Company Call Recording (both Desktop and Mobile App) you must make sure the end user access is enabled in the Admin Portal in the CCR permission management. See Manage User Permissions.

The only supported functionality is playing the recordings; users cannot delete, download, or share CCR recordings at this time.To view the CCR recordings in the Mobile App (iOS):

  1. Sign in to the Mobile App.
  2. Select Apps.
  3. In the My Apps tab, select Company Call Recordings.
     
View the Audit Log

All events are logged in this section, such as when a rule is created, a recording is downloaded, or even when additional storage is purchased. Click on a rule to drill down to further details.

To search, or export results to an Excel spreadsheet if desired:

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click Audit Log and then click Search Audit Log button.
  4. Choose to search by Event Type, Start Date, End Date and/or User.
  5. Click Search.
  6. Optional: Click Export to Excel button to save results to a spreadsheet.
Manage User Permissions

A Super User can grant Administrators rights to create and manage rules, play their own recordings and manage recordings of others.

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Company Recordings.
  3. Click Permission Mgt, then select an Administrator from the menu and then set options:
  • Create, edit and delete own rules
  • Play own recordings
    • Forward and download own recordings
    • Delete own recordings.
  • Play other people's recordings
    • Forward and download other people's recordings
    • Delete other people's recordings
  1. (Optional) under Desktop & Mobile Recording Access, select the check box labeled “Allow access to end users to company call recordings" to grant all end users permission to view and play their company call recordings in the Desktop App.
  2. Click Save.

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