Introduction
The Connect Portal provides the option to record calls that occur in your domain. These recordings can be used for your needs, such as for training purposes, quality control, etc. Call Recordings can only be turned on/off and listened to by an Office Manager.
Default Settings
All call recordings are stored in the portal for 90 days by default. For storing calls longer than this please reach out to Allegiant Support to get that started.
This guide will walk you through the steps to set up user and call queue recording.
Global Call Recording
If your domain is set to record all calls, The settings below cannot be changed. Under Users, Call Queues you will see a message stating something like “Your organization is configured to record all calls and this setting cannot be changed”
How to Turn on Call Recordings for a User
- Login to the Portal for Office Managers.
- Select the “Users” navigation button at the top of the page.
- Select the user you would like to enable call recordings on.
- In the user’s “Profile Information,” select the drop-down menu for “Record User’s Calls.”
- Select “Save”.
How to Turn on Call Recordings for a Call Queue
- Login to the Portal for Office Managers.
- Select the “Call Queues” navigation button at the top of the page.
- Select the call queue that you would like to turn on call recordings.
- In the “Basic” information tab, select the drop-down arrow for “Record Calls” and select “Yes”.
- Select “Save”.
How to listen to call recordings
Call recordings are listened to via the Call History Tab in the portal. You will see three different statuses when attempting to listen to calls
- No Recording (No conversation was recorded)
- Pending Conversation (Call was recorded and is currently processing, check back later)
- Listen (Call has been recorded and is ready to listen too
Call History
- Login to the Portal for Office Managers.
- Select the “Call History” navigation button at the top of the page.
- Find the call you want to listen to; using the Filters can help narrow this down. See our Call History guide for more information.
- Select the speaker icon next to the call in order to listen to it.
