What is Intelligent Call Recording?
The definition of Intelligent Call Recording is the process of ensuring that the recording of phone calls is legally compliant with various state and international laws and regulations. While recording calls can be a powerful tool for both customer support and sales reps, it’s vital to be aware of the legality of recording phone calls across various areas. This is because call recording laws vary from state to state and country to country, and there are typically steep fines for violating regulations.
Step 1: Login to the Webapp web.callhippo.com -> Settings -> Intelligent Call Recording.
Select Recording Setting and select a,b,c,d,e option as per the requirement to enable Intelligent call recording.
a. Show notification to the agent to collect explicit consent.
If “ Show notification to the agent to collect explicit consent.” is selected-
A notification is displayed in the dialer while calling with the text “Explicit consent to record the call is suggested in this country.”
b. Only Agent Side Recording.
If “Only Agent Side Recording” is selected-
In this only the Agent’s voice will be recorded.
c. Only Customer Side Recording.
If “Only Customer Side Recording” is selected-
In this only the Customer’s voice will be recorded.
d. Auto pause recording and allow agents to enable it.
If “Auto pause recording and allow agents to enable it.” is selected-
Call recording will be turned off by default and it will display a notification when the user makes/receives a call “Call Recording is turned off by default as per your settings if you wish to record this call please tap the Record button.”
e. Disable recording and do not allow it to restart.
If “ Disable recording and do not allow it to restart” is selected-
The recording will be off for the selected country, call recording will auto-start after the call is over with a notification “Call Recording is turned off by default as per your settings. To enable it please contact your administrator.”If the next call is to some other country for which call recording is not blocked it will be automatically switched on.
Notes:
By default option ‘a’ will be selected.
One side call recording (agent side or customer side) will work in all calls except conference calls.
Any country selected for one option, can not be selected for other options.
For ex: for option a, user selects 5 countries then, option b for those 5 countries will be disabled.
*
Step 1: Login to the Webapp web.callhippo.com -> Settings -> Intelligent Call Recording.
Select Recording Setting and select a,b,c,d,e option as per the requirement to enable Intelligent call recording.
a. Show notification to the agent to collect explicit consent.
If “ Show notification to the agent to collect explicit consent.” is selected-
A notification is displayed in the dialer while calling with the text “Explicit consent to record the call is suggested in this country.”
b. Only Agent Side Recording.
If “Only Agent Side Recording” is selected-
In this only the Agent’s voice will be recorded.
c. Only Customer Side Recording.
If “Only Customer Side Recording” is selected-
In this only the Customer’s voice will be recorded.
d. Auto pause recording and allow agents to enable it.
If “Auto pause recording and allow agents to enable it.” is selected-
Call recording will be turned off by default and it will display a notification when the user makes/receives a call “Call Recording is turned off by default as per your settings if you wish to record this call please tap the Record button.”
e. Disable recording and do not allow it to restart.
If “ Disable recording and do not allow it to restart” is selected-
The recording will be off for the selected country, call recording will auto-start after the call is over with a notification “Call Recording is turned off by default as per your settings. To enable it please contact your administrator.”If the next call is to some other country for which call recording is not blocked it will be automatically switched on.
Notes:
By default option ‘a’ will be selected.
One side call recording (agent side or customer side) will work in all calls except conference calls.
Any country selected for one option, can not be selected for other options.
For ex: for option a, user selects 5 countries then, option b for those 5 countries will be disabled.
*
Updated on: 11/04/2022