The Contact Center app of Apptivo has a call recording option that allows agents to record the inbound and outbound calls. With the default call recording option, you can either configure to record all calls or selective calls.
In the Contact Center app of Apptivo, go to Settings → Contact Center → Default Call Recording.
When default call recording is enabled
- In the Default Call Recording page, enable the toggle to have all the calls recorded by default.
- Consider initiating a call with one of your contacts.
- Once the call is answered, you can see that the call is recorded automatically and you can stop the call recording any time by clicking the stop icon.
Note: You can perform the call recording action more than one time in a call. The recorded clips on a single call will be merged into a single file.
When default call recording is disabled
- In the Default Call Recording page, disable the toggle to prevent recording all the calls.
- Consider initiating a call with one of your contacts. Once the call is answered, you can see that the call is not recorded. Instead, you can start recording the call by clicking the start button.
- Once the recording is complete, click the stop button to stop the action.
Note: You can perform the call recording action more than one time in a call. The recorded clips on a single call will be merged into a single file.
Viewing the Recordings
- Once the call is completed, the call will be logged in the Calls section of your Contact Center app.
- Select the More Details icon to navigate to the overview page of the call. In the overview page, you can see the recording clip is added in the Recording URL field.
- You can click on it to listen to the recording.
- On clicking the Recording URL, the file will be downloaded. Once the action is complete, you can listen to the call recording.
Note:
- If the default call recording is disabled, the Recording URL field will be shown as empty when the start and stop button is not clicked.
- If the Recording URL field is not visible, enable it from the Master Layout of the Call Logs activity. Click here to know more.
