Smart Call Recording set up in Call Center Campaigns

Smart Call Recording allows you to stay compliant with the call recording laws for every state. The system automatically categorizes the contacts based on a specific criteria but also gives you the flexibility to choose options based on what you wish to set up for your campaign when recording the calls.

Note: AI features cannot be used in the campaign if Call Recording is not enabled. 

To accommodate the Smart Call Recording feature in Call Center campaigns, we have renamed the AI features tab as Recording. This way, Call Sentiments and Contact Categorization falls under Call Recording. 

Setting Up Smart Call Recording on Call Center Campaign

While setting up the Call Center campaign, you need to navigate to the "Recording" tab (previously AI features). Here, you need to turn on the slider for Call Recording.

While the system automatically categorizes the contacts based on One-Party and All-Party States, you have the option on how you wish to set up the recording for All-Party states. 

Play Disclaimer and Record Full conversation: The system plays a recording that the calls are recorded and start recording the conversation. You also have the option to customize the audio that is played as a disclaimer. 

Record Agent Side only: With this option, the system will only recording the agent's voice and no audio, silence or any aspect of the recipients end will be recorded. 

Do Not record conversation: The calls will not be recorded if the call is connected to a contact that belongs to a All-Party state. 

Note: 2 cents will be charged for each recorded call in the campaign.

Smart Call Recording on Agent console

One-Party Calls

For contacts that qualify the One-Party call criteria, the system will automatically record calls if the "Call Recording" feature is turned on in the campaign. 

The agents will see a "Call is being recorded" banner on the right corner of the agent console screen. 

All-Party Calls

For contacts that are categorized in the All-Party consent states, the system will display the below options. 

Record the call after playing a disclaimer: The system will play a disclaimer and start recording the call. 

Manually Record Calls: The agents will see a button to Record Call as in the screenshot below. 

They can obtain consent from the contact connected on the call and click on "Start Recording" to record the call. 

Record Agent Calls: Only the agent's side of audio will be recorded throughout the call and no audio from the contacts will be recorded. 

Do Not Record Calls: The system will not record calls for any contacts that are categorized into All-Party states. This means, only One-Party state calls will be recorded in the campaign. 

Have any questions or suggestions? Reach out to us at support@callhub.io or create a ticket from the Support Center.