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On-Demand Call Recording

Updated: 4/20/2024 12:28 AM

On-Demand Call Recording (ODCR) is an add-on feature that records calls with options to download and delete recordings. The cost is included in the Vonage Best calling plan.

Each extension using this feature has 15 hours of recording time and can be managed by deleting recordings to free up additional time. Each user, including End Users, can access their own recordings, however, the Super User and Administrators do not have access to End User recordings.

NOTE:  $5.00 per month per account for the Vonage Smart and Lite calling plans.

Only the Super User and Administrators can add or set up On-Demand Call Recording.

Add On-Demand Call Recording
To add On-Demand Call Recording to your account, contact Customer Care at 1300 10 81 84.
Assign On-Demand Call Recording

Use the following steps to assign available On-Demand Call Recording services to an extension, or to change the service from one extension to another. Download and back up recordings prior to re-assigning the service to another extension as the recordings will no longer be available.

Assign to an Available Extension

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Billing.
  3. Click Manage Services.
  4. Hover over On-Demand Call Recording and click the Magnifying Glass.
  5. Choose an extension from the Select from Available Extensions menu.
  6. Click Add Selected Extension(s).
  7. Click Save.

Assign from One Extension to Another

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Billing.
  3. Click Manage Services.
  4. Hover over On-Demand Call Recording and click the Magnifying Glass.
  5. Click the X icon next to the assigned extension.
  6. Choose an extension from the Select from Available Extensions menu.
  7. Click Add Selected Extension(s).
  8. Click Save.
Use On-Demand Call Recording

Once added and assigned to your extension, start and stop recording as follows:

Phone Keypad
  • Start / Resume recording: press *7 on your phone.
  • Stop / Pause recording: press *8 on your phone.
NOTE: While using ODCR, the other party hears the key press (short beep to confirm each selection). To avoid this, enable the option to Record All Calls. For more information, continue to Manage Recordings and Settings > Manage Settings > Edit Recording Settings.
Desktop or Mobile AppClick 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
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click On-Demand Recordings.
     
    ExtensionFilters recordings by a specific extension.
    Filter ByFilters by time frame:
     
    • Last 24 Hours
    • Last 7 Days
    • Last 30 Days
    SearchFilters recordings by search criteria.
     
    • Calling Name
    • Call Direction
    • Start/End Date
    • Duration
    • User Notes
    RefreshUpdates the current list of calls.
    Add NewDirects you to the store to purchase additional On-Demand Call Recordings.
Manage Recordings
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click On-Demand Recordings.
  3. Hover over the recording and select options:
     
    PlayClick the blue Play button to listen to the recording.
    DeleteClick 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.
    DownloadClick the Down Arrow icon to download the recording. 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 Bulk Edit button, then mark the box to select all recordings, and then click the Down Arrow icon.

    NOTE: Set your web browser to allow pop-ups from app.vonage.com.
    DetailsClick the Magnifying Glass to view recording details.

    NOTE: Administrators can see Details, but only the user assigned to the extension with ODCR sees all available options.

Manage Settings
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click On-Demand Recordings.
  3. Select options:
     
    Edit Recording Settings
    1. Mark the option Record All Calls.if you do not want to manually record calls.
    2. Select an option for the Legal Disclaimer:
       
      • No Disclaimer
      • Audible Beep Every 15 Seconds
    3. Click Save.
    NOTE: This option only displays for the Super User or an Administrator who owns the rule and has been granted permission to edit rules.
    Bulk EditSelect multiple calls for options to delete or download simultaneously.

    NOTE: This option only displays for the Super User or an Administrator who owns the rule and has been granted permission to edit rules.
End User
View Recordings

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 Calls, then click the Recordings tab.
Manage Recordings
  1. Sign in to the Desktop App.
  2. Click Calls, then click the Recordings tab.
  3. Click a recording and select options:
     
    DeleteClick 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.
    DownloadClick the Down Arrow icon to download the recording

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