Set up call recording

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Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

If you use Zylinc softphones as agent devices, you can record calls without the need for third-party software.

When you use Zylinc softphones, you get these call recording features:

  • Even if you begin to record in the middle of a conversation, the call will be recorded from the beginning
  • The recording will contain both directions of the call
  • When you end the last active call, the recording automatically stops
  • After the recording ends, agents can be asked to provide information about why they recorded the call
  • Recordings will be sent to specified receivers (typically supervisors) as attachments to e-mails

If you don't use Zylinc softphones, you can use the following third-party call recording solutions:

  • Apresa
  • BroadWorks
  • Recordit

For information about the features of those third-party products, refer to their documentation.

Local legislation may govern your ability to record conversations. Make sure that you comply with legislation in your area.

Make sure that you have administrator rights, and then do the following:

Make sure that all of the agents whose calls you want to record use Zylinc softphones:

  1. In the Administration Portal menu, select USERS > Agents

  2. Click the required agent

  3. Under User (Operator), clear the Default check box and the select Internal in the Device menu

  4. Under Agent - Incoming Calls, clear the Default check box and select Internal in the Device menu

  5. Click Save

Repeat as necessary for remaining agents.

Call recording for Zylinc softphone uses e-mail to deliver recorded calls recipients.

Recording takes place in the client software, and the method that you've selected for sending e-mails from the client will also be used to send e-mails that contain recordings.

Because of that, follow the steps in Set up ZyDesk Send Message feature for e-mail before you continue on this page.

  1. In the Administration Portal menu, select SYSTEM > Client Configuration
  2. In the Call Recording section, set up the following:

    1. In Email address - File: Enter a comma-separated list of e-mail addresses that should receive recorded audio files.

    2. In Email Address - Notify: Enter a comma-separated list of e-mail addresses that should receive notifications when agents click the record button.

    3. If you don’t want to have a record button in your organization's Zylinc clients, because you simply need to record all calls, select Always Record Silently. Some banks, for example, are required to record all calls.

    4. In Recording type, select Internal.

  3. Click Save.

Many organizations are required to inform people if calls may be recorded. You may also be required to collect each caller's acceptance of the possibility that their call may be recorded. You can do this with audio announcements:

  1. Make sure that you have the required audio announcements (see Set up audio announcements and, if you have a multi-language environment, Audio announcements in multiple languages). You'll typically need an info file and a prompt file, as described in step 3.

  2. When ready, select SYSTEM > Switch Settings in the Administration Portal menu.

  3. Scroll down to the Recording section, and select required settings:

    • Activate: If you enable this, calls will be recorded if callers accept it. This is a default setting, but you can override it on a per-queue basis; you'll learn how in the following.

    • Acceptance: If you select Info, the Zylinc solution will play an announcement about call recording. If you select Prompt, callers will also hear the announcement, and they'll be able to express their acceptance by pressing 1 on their phone. This is a default setting, but you can override it on a per-queue basis; you'll learn how in the following.

    • Info File: Select the audio announcement to use if you selected Info in the Acceptance field. It'll inform callers about the possibility that calls may be recorded.

      If calls should be recorded without notifying callers in any way, you can select - None -.

    • Prompt File: Select the audio announcement to use if you selected Prompt in the Acceptance field. It'll inform callers about the possibility that calls may be recorded, and ask them to press 1 to express their acceptance.

    • Record outbound calls: Select if you also want to record outgoing calls.

      For outgoing calls, the Zylinc solution will not notify people being called about the possibility that calls may be recorded, so the people who make the outgoing calls must themselves provide this information if required.

  4. Click Save.

  5. The following steps are only required if you want to override the default settings (that you set up in step 3) for specific queues.

    In the Administration Portal menu, select QUEUES > Voice Queues, and then click the name of the required queue.

  6. When you see the queue settings, click ADVANCED in the top right part of the page.

  7. Scroll down to the Recording section, and select required settings:

    • Activate: If you enable this, calls will be recorded if callers accept it.
    • Acceptance: If you select Info, the Zylinc solution will play an announcement about call recording. If you select Prompt, callers will also hear the announcement, and they'll be able to express their acceptance by pressing 1 on their phone.

    If you select Default, the Zylinc solution will use settings from the SYSTEM > Switch Settings page (described in step 3).

  8. Click Save. If required, repeat steps 5-8 for other queues.

To be able to activate the record button in Zylinc clients, make sure that you've carried out the previous task.

  1. Log in to ZyDesk as an administrator

  2. In the ZyDesk menu, select File > Settings

  3. In the Settings window, expand Administration > License > Profiles

  4. Click Edit Profile

  5. Select the profile for which you want to set up the recording feature, and click Edit license

  6. In License modules, select Switch > Switch_CanRecord

  7. In Profile License Module Editor, click Save

  8. In Edit Profile, click Save

  9. In Settings, click OK

If you're administrator who's going to set up third-party call recording software, first make sure that you read the third-party software documentation.

When ready, do the following on your Zylinc solution:

  1. In the Administration Portal menu, select SYSTEM > Client Configuration

  2. The Zylinc solution uses DTMF keys (the tones that you can hear when you press keys on a telephone keypad) to make the third-party products begin recording. In the Call Recording section, set up the following:

    1. In Recording type, select the name of the call recording software that you want to use

    2. In Record-DTMF, enter the DTMF keys that should signal to the third-party product that it should begin recording

    3. In Keep-DTMF, enter the DTMF keys that should signal to the third-party product that it should keep the recording

  3. If you use Apresa or RecordIT:

    1. In the Administration Portal menu, select SYSTEM > Switch Settings

    2. In SIP Settings, select Proprietary SIP Headers and Recording SIP header

  4. Click Save.

Many organizations are required to inform people if calls may be recorded. You may also be required to collect each caller's acceptance of the possibility that their call may be recorded. You can do this with audio announcements:

  1. Make sure that you have the required audio announcements (see Set up audio announcements and, if you have a multi-language environment, Audio announcements in multiple languages). You'll typically need an info file and a prompt file, as described in step 3.

  2. When ready, select SYSTEM > Switch Settings in the Administration Portal menu.

  3. Scroll down to the Recording section, and select required settings:

    • Activate: If you enable this, calls will be recorded if callers accept it. This is a default setting, but you can override it on a per-queue basis; you'll learn how in the following.

    • Acceptance: If you select Info, the Zylinc solution will play an announcement about call recording. If you select Prompt, callers will also hear the announcement, and they'll be able to express their acceptance by pressing 1 on their phone. This is a default setting, but you can override it on a per-queue basis; you'll learn how in the following.

    • Info File: Select the audio announcement to use if you selected Info in the Acceptance field. It'll inform callers about the possibility that calls may be recorded.

      If calls should be recorded without notifying callers in any way, you can select - None -.

    • Prompt File: Select the audio announcement to use if you selected Prompt in the Acceptance field. It'll inform callers about the possibility that calls may be recorded, and ask them to press 1 to express their acceptance.

    • Record outbound calls: Select if you also want to record outgoing calls.

      For outgoing calls, the Zylinc solution will not notify people being called about the possibility that calls may be recorded, so the people who make the outgoing calls must themselves provide this information if required.

  4. Click Save.

  5. The following steps are only required if you want to override the default settings (that you set up in step 3) for specific queues.

    In the Administration Portal menu, select QUEUES > Voice Queues, and then click the name of the required queue.

  6. When you see the queue settings, click ADVANCED in the top right part of the page.

  7. Scroll down to the Recording section, and select required settings:

    • Activate: If you enable this, calls will be recorded if callers accept it.
    • Acceptance: If you select Info, the Zylinc solution will play an announcement about call recording. If you select Prompt, callers will also hear the announcement, and they'll be able to express their acceptance by pressing 1 on their phone.

    If you select Default, the Zylinc solution will use settings from the SYSTEM > Switch Settings page (described in step 3).

  8. Click Save. If required, repeat steps 5-8 for other queues.

  1. If ZyDesk is running, close ZyDesk to reload call recording settings.

  2. Log in to ZyDesk as an agent.

  3. From another phone, call a queue that the agent subscribes to.

  4. In ZyDesk, click Answer.

  5. In ZyDesk, click Record.

  6. In the caller’s phone, say This is the caller speaking.

  7. In the agent’s phone, say This is the agent speaking.

  8. In ZyDesk, click Hang Up to end the call.

  9. After the recording ends, you may be asked to provide information about why you recorded the call.

If you use a third-party call recording solution, check that you can use the third-party system to play the recorded conversation.

If you use Zylinc softphones as agent devices:

  1. Check that an e-mail has arrived at the address that you previously specified in the Administration Portal Email Address - File field (see Set up call recording in Administration Portal).

  2. Open the e-mail, and check that you can play the recorded conversation from the e-mail attachment.

  3. Check that a notification e-mail has arrived at the address you specified in the Administration Portal Email Address - Notify field. The notification e-mail doesn't contain an audio attachment.

If you use Outlook or IBM Notes, check that the folder Sent items in the agent’s mail program contains the e-mails in question. If yes, check that the e-mail addresses in the To: fields are correct, and that the mail program can correctly send e-mails to those addresses.

If this doesn't help, open the ZyDesk log file (see Open latest log file from specific Zylinc module), and search for lines that contain the words error or exception. Those lines will often contain useful information about the cause of problems.

If that doesn't help, and you use the method builtin to send e-mails, open the Messaging Portal log file on the Zylinc Windows Application Server, and search for lines that contains the words error or exception. Those lines will often contain useful information about the cause of problems.