Introduction

The VIP Portal provides the option to record calls that occur in your domain. These recordings can be used for your needs such as training purposes, quality control, etc. Call Recordings can only be turned on/off and listened to by an Office Manager. All call recordings are stored in the portal for 90 days unless you configure them to be offloaded to an external storage solution.

This guide will walk you through the steps to initiate call recordings on demand, record calls for a user, from a call queue, offload your calls to external storage for long-term retention and to access your recordings.

Recording a Call on Your Desk Phone Using the Portal

1. While you are on an active call, open your Crexendo VIP Portal where you will see the active call you are currently on.
2. Press the record option which will initiate the call recording without alerting the caller.

Recording a Call on Your Desk Phone Using *81

1. While on an active call, place the call on HOLD. The caller will hear hold music only.
2. While the call is on HOLD, press *81 to initiate the call recording without alerting the caller that the call is being recorded.
3. Take the caller off HOLD and resume the call.
4. To stop the recording, place the faller on HOLD and press *82 to stop the recording.

Recording a Call on Your Web Phone

1. While on an active call, select “Start recording” on the in-call options. This will NOT alert the caller that you are recording the call.
2. To end the recording, select “Stop Recording” in the in-call options.

How to Turn on Call Recordings for a User

1. Login to the VIP Portal for Managers.
2. Select the “Users” navigation button at the top of the page.
3. Select the user you would like to enable call recordings on.
4. In the user’s “profile Information”, select the drop-down menu for “Record User’s Calls”. 

5. Select “Save”. The user’s call recordings will appear in the Call History and can be listened to or downloaded. 

How to Turn on Call Recordings for a Call Queue

1. Login to the VIP Portal for Managers.
2. Select the “Call Queues” options from the top of the page.
3. Select the call queue that you would like to turn on call recordings.
4. In the “Basic” information tab, select the drop-down arrow for “Record Calls” and select “Yes”.
5. Select “Save”. 

Call Recordings for the queue can be found in Call History or in the Reporting section of Call Center if Call Center is enabled on your domain.

Call History:

Call Center:

How to Add Remote Storage for Call Recordings

Call Recordings are stored in the VIP Portal for 90 days. If you would like to keep your recordings for longer than 90 days, you will need to configure your calls to offload onto external storage.

1. Navigate to the Portal and the "Call History" screen. Select the "Recording Storage Settings" button. This opens a "Remote Recording Session" page, nested under the "Call History" page. These are all remote call recording configurations in your system.

This opens a "Remote Recording Session" page, nested under the "Call History" page. These are all remote call recording configurations in your system.

Note: the green "active" tags below for configurations that are currently enabled, and the red "error" tag for a configuration that has configuration errors. 

2. Click "Add Remote Storage" and fill out the following fields and then click "Add." 

• "Archive Level" indicates which calls are retrieved for remote storage.
• "System" is a catch all for calls that do not match the specified Reseller or Domain name.

3. After filling out the required fields in the modal, the "Add" button should be able to be selected.

Now the system will audit the addition of this configuration. Using the information provided, the Portal will work alongside the API to authenticate the remote side, upload a small .wav file, read it back, and then remove it to test all access requirements for this feature to perform correctly. This process should take between 2 and 15 seconds. 

4. If successful, the prompt will look like this: “Test passed! Storage settings saved.” 

Now the new configuration will be listed in the table on the "Remote Recording Session" page. Each row in this table displays its current configuration as well as its current storage size and archive recording count. The count should start to increment once the configuration is activated and has call recordings to archive. 

To listen to your archived call recordings, use the same process as listening to any recorded call from the Call History page. If the file is remote and not local, there will be a small added delay while the recording is fetched. This only happens once the "Play" button is pressed and not on the Call History page load. If "Play" is activated, then a local copy will be left on the Recording Server for several hours to prevent repeated requests for the same file. 

How to Listen to Your Call Recordings

From Call History:

1. From the VIP Portal, select “Call History” at the top of the page.
2. Select the “Filters” button to search for the call or calls that you are looking for.
3. Select “Filter” to run the search.

4. If there is a call recording available, select the “play” or “download” buttons to play the recorded call.

NOTE: There may be more than one recording for the same call depending on how many users were on the call. If “user 1” transfers the call to “user 2”, the recording will show twice in the Call History.

From Call Center

1. From the VIP Portal, select “Call Center” at the top of the page.
2. Select “Reports.”

3. From either the “Queue Stats” or the “Agent Stats” tab, select a number in one of the columns and rows to open a list of all corresponding calls.
4. On the right side of each call, select either the “play” or “download” buttons for the recording.