There are several ways to enable/disable call recording in MaxContact. This can be done at system, campaign, inbound number, queue and manual levels.
TABLE OF CONTENTS
- System level call recording
- Outbound
- Inbound
- Queue level call recording
- Call recording Hierarchy
- Other level call recording controls
System level call recording
By default your platform will be fully setup to allow call recording to be setup. However, this may not be required or you may want to turn this on/off at certain times. To have this new option, firstly, you will need to contact the MaxContact support team. The team will enable a direct user permission to your User. Once this is enabled, you can navigate to the Settings page. There you will find the option to toggle call recordings on/off for the entire system. Don’t forget if this user is cloned via the CTU page, the permission will not copy over.
With this setting off, no calls of any kind will be recorded and users will not be able to start this manually. This is super useful if you are not wanting any calls to be recorded within the platform.
Outbound
Campaign level call recording
Via the CTU page, simply select the Call recording option to enable call recording by default or deselect to disable call recordings for the campaign. 
With Call recording option enabled, calls will be recorded for all outbound calls made in that campaign and users (as long as they have the necessary permissions) will be able to manually start and stop call recording. You will also be able to start and stop call recording via scripts.
Inbound
Inbound number level
On the Inbound Numbers page, there is a column titled “Record Calls”.
If you toggle this on for a specific inbound number, inbound calls received on that number will default to be recorded unless other system settings, scripts or users change this. If you toggle this off for a specific inbound number, inbound calls received on that number will not be recorded and this cannot be overridden by queue settings, scripts or users.
Please note, if these inbound routes contain a 'record message' element (voicemail), these WILL be recorded.
Queue level call recording
On the Queues page for Call Queues, there is an option called “Record Calls”.
If you toggle this on for a specific Queue, calls received on that queue will default to be recorded unless other system settings, scripts or users change this.
If you toggle this off for a specific Queue, calls received on that number will not be recorded and this cannot be overridden by scripts or users.
Don’t forget, the ability for a Queue to record a call is directly related to the settings on the Inbound Numbers page. If an Inbound Number is set to not record, the setting at the queue level cannot override this.
Call recording Hierarchy
Any setting below another is directly affected when set to not record calls. Setting the system to 'off' means all other settings will be off (even if they are set to on).
Warnings will appear when a higher-level call recording is switched off.
|
|
*Externally transferred calls will still be recorded if inbound is off but outbound is on as they adhere to outbound settings.
Examples;
System recording off = all recordings off (inbound and outbound).
Campaign recordings off = all outbound call recordings off only.
Inbound numbers off = All inbound calls to that number off and queues that receive calls from that number will be off for those calls only. The same queues assigned to inbound numbers with call recording on will still be recorded.
Queues recording off = Calls that get to those specific queues will not be recorded.
Other level call recording controls
Web agent
On the permissions page, under your user/agent role, you can allow the user to manually stop/start the call recording by enabling the permission 'Can stop recording' under 'Telephony Permissions'.
| This means, whilst on a call, the user can select the green button to stop recording and select it again, now grey, to start recording again. |
Stop recording button visible in the telephony pane. | When recording is stopped, button is grey. |
|
|
Note - Call recordings will sound a 'buzzer' noise at the point the recording was stopped and started (the silence in between is cropped from playback as its silence!).
Scripts
Script pages can automatically stop call recording where required. This is done via the page settings within the script editor by entering the page settings and ticking the option.
For more on scripts, visit this section of the knowledge base.