Quality Management can record calls either:
As they happen (in real-time). This is available to users with either an Unlimited Call Recording license or an On-demand Call Recording license. This is the only type of recording available to users with On-Demand Call Recording licenses.
Automatically, according to a Call Recording Profile. This is available only to Users with an unlimited Call Recording license. Users with On-Demand licenses are not assigned to a Call Recording Profile and cannot be recorded automatically.
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While a call is being recorded (either automatically according to a Call Recording Profile, or in real-time) the real-time Record control is disabled. |
To record a call in real-time, complete the following steps.
In the navigation bar, click Call Recording > Real-time Activity. The Real-time View page displays.
Select a User engaged in a call (Status is On Phone).
In the Actions bar, click the Record button. This button is disabled if the call is already being recorded automatically. The User Status changes to Recording and is highlighted in red. The Record control becomes disabled. If the User has Lookback Recording Enabled, a lookback recording is made. In the Actions bar the following controls become active:
Stop - click to stop recording.
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This control is available only when the recording was initiated by you. If the recording was started automatically the control is not available. |
Pause/Resume - when recording, click to pause real-time or automatic recording; when paused, click to resume recording.
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This control is available only if you have Pause User Recording permission and if the recording was either started by you or it is your call that is being recorded. |
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Depending on your phone your system, Users can start recording their current call set by pressing ** on their phone keypad. They can stop recording by pressing ##. |
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