0118 338 3000Call Recording
The 8el Call Recording platform can automatically or manually record, store and enable the retrieval of telephony interactions. Months of calls and conferences can be organised and managed through a combination of database driven folder structures and windows media audio (.wma) files.
This feature enables users to overcome many of the previous limitations of ISDN call recording, by making call recording simple to activate and manage, regardless of physical location, including working from home or on a diverted call.
Call Recording can be used as a method of improving customer experience, by utilising recorded calls as part of training initiatives.
| Active Directory | Call Conferencing | Call Recording |
| XPad softphone | Listen In | Media Centre |
| Presence | Pull to Ground | Voicemail |
- Real time retrieval - Post recording, media files appear in an inbox style environment via the iPath or a web page. Calls can be deleted, streamed or emailed to a user group or individual. Recordings can also be labeled, rated and commented upon in addition to being stored on a specified server for future review.
- Activation - Recordings can be activated based on the origin, destination or on demand in a conference or individual extension environment. Recordings can also be activated automatically by time of day, day of the week or extension within the CallPort environment. Manual activation can be driven via the 8el web portal in a conference, via the iPath soft client or via the telephone keypad.
- Search and retrieval - The recording platform has a flexible search engine to enable the rapid retrieval of archived recordings. Searches can be filtered through use of numerous variables including:
- Date
- Comment
- Number dialled from
- Number dialled to
- The call rating
- Recording type (new, reviewed or even deleted)
- Recording regulations - There is an obligation on the organisation recording calls to inform the caller via an automatic announcement or user script that the call may be recorded. There is also an obligation to inform staff that recordings may be taken. It is the customer’s responsibility to ensure that they are compliant of any regulations relating to the recording of conferences and telephony services. Upon request, 8el can set up an IVR announcement for incoming calls to inform the caller that a recording may occur.
- Call Forwarding - Call Recording can also follow user forwarding rules. If a call is not answered on the users IP handset and diverts to the users mobile or other number external to the CallPort platform, the call will still be recorded.