Call Recording is exactly what it sounds like: an option to record your inbound and/or outbound calls and save the recordings into your CRM / platform.
Some of the reasons smrtPhone customers use Call Recordings include:
Do quality checks on agents and monitor performance
Provide training opportunities for agents
Understand better why deals close or not
Ensure important/complex deal information is captured
Enable compliance and guard against disputes
It is important to comply with all legal and regulatory guidelines regarding disclosure around recordings. If disclosure is required, you can train your staff to announce or you can set a greeting message in your call flow (for inbound calls) because if you are in a call, you cannot turn the call recording off.
All these setting changes (on/off) are made while you are not on a call, you cannot start/stop the recording mid-call.
Note: Call Recording comes default as ON for outgoing calls and Record from Answer for incoming calls. Only Account Owners and users with granted permissions can change these settings at any point.
For more information about how to modify your Call Flows to include call recording, please check this article here.
In this article you'll find:
Note: please keep in mind that smrtPhone recordings (that can be found in Call Logs) are separate from smrtDialer Campaign recordings (that can be found at Campaign level).
Recording Inbound Calls
You can enable or disable the recordings for your incoming calls by accessing your Admin Dashboard > Admin > Call Flows.
Here you select the flow you wish to disable or enable recordings for, select the edit button (blue phone icon), and edit your Flow accordingly.
This setting is available when you customize your Call Flow when you select some of the applets (like Dial Applet or Round Robin Applet).
The Call Recording dropdown sets how the calls will be recorded - from when it starts ringing or when it is answered. You can also disable call recording for this portion of the call flow.
Recording Outbound Calls
You can enable or disable the recordings for your outbound calls by accessing Admin > Account Settings. There's only one setting for managing Outbound recordings (at the Account level, not User level) in Account Settings.
Recording Calls in a smrtDialer Campaign
You can make changes to the Campaign Calls Recording function by accessing your Campaign Settings found under each smrtDialer Campaign that you created.
This feature comes ON by default, but Account Owner/Users with granted permissions can switch it ON or OFF at any point between dialing sessions by going to: smrtDialer > Campaigns > Select the Campaign > Campaign Settings.
How do you listen to recorded calls?
Your call recordings can be easily found on your smrtPhone Dashboard. Just go in the upper right corner, under My Account, and click Billing & Logs.
Here, among other information about the calls, you can see the option to listen and/or delete specific recordings.
Press the blue play button ▶ to listen to those recordings. From the playback screen, the menu gives you the option to adjust the playback speed or download the recording file.
Press the File icon to see more details about the recording - Call ID, Direction, From/To, Date and also the actual recording - also, this feature comes in handy in case of transfers, because you can keep track of events
Press the Recycle bin icon to delete it
Your recordings will act exactly as you customized the setup, allowing you to listen to your call recordings, and pull up the calls if using filters like User, Direction, From/To.
For smrtDialer Campaigns: each Campaign stores its own list of recordings. So, to see your smrtDialer recordings, access the Campaign you are interested and on the right hand part, you will see Campaign's Details, under Settings. Press the 👁 icon to see all Calls and recordings.
Where to find call recordings in your CRM
For Podio Users: Recordings are stored in your Communications App for each call.
For Salesforce Users: Recordings are stored in your Tasks App for each call. These provide links back to the specific recording within smrtPhone Web App. The file is not downloaded into Salesforce at this time.
For InvestorFuse Users: you can find the link for your recording in the Activity and Communication Log tab, on your Opportunities Dashboard. The recording can be downloaded from the newly opened tab.
Call Recording Storage
Please, be aware that storage fees apply at a rate of $0.0010 / recorded minute.
You can download the call recording file from the playback screen. Go to Account Menu > Billing & Logs > Call Logs. You can listen, view details of the recording or delete it.
Once you choose to see details, on the left side you can see: Call ID, Direction, From, To, and Date, and on the right side you can listen to the recording, modify speed, or select download from the playback screen.
❗ We strongly recommend you notify your leads that the call is recorded to ensure regulatory compliance.