Call recordings settle disputes, train new staff and show what customers really ask for. But recordings only help if you can find the right one quickly and keep them safe. This guide explains how to set up a call recording system for your business on Voxdial IP PBX: what to record, how to find a call, and how to keep recordings backed up.
What to record
Voxdial lets you switch recording on where it is needed, rather than recording everything:
| Where | Typical use |
|---|---|
| Incoming routes | Record calls to a particular number, such as the support line |
| Outbound routes | Record calls made through a particular route |
| Ring groups | Record calls answered by a team, such as sales |
| Call centre queues | Record calls handled by contact centre agents |
Tell callers when calls are recorded. An announcement at the start of the call flow, such as “calls may be recorded for quality and training”, is the usual way. See IVR call flow design.
Find any call in seconds
The call report lists every incoming, outgoing and internal call with the numbers, date, time, outcome and duration. Filter by:
- Calling or called number
- Date range: today, yesterday, last 7 days, this month or custom
- Call type: incoming, outgoing or internal
- Outcome: answered, no answer, busy or failed
For answered calls with a recording, users with recording access can play the call in the list or download the audio. You can also export the filtered list to a spreadsheet, or see totals grouped by number and outcome.
Control who can listen
Recordings contain customer conversations, so access matters. In Voxdial, the play and download options appear only for users whose account has recording access. Reports themselves need call report permission. Give recording access to supervisors and quality teams, not everyone.
Back up recordings and settings
Voxdial’s backup tool saves the parts of the system you choose to one or more storage locations:
- Storage: local disk, Amazon S3, FTP or FTPS, SFTP, Dropbox or email (email suits small files only).
- Schedule: daily, weekly or monthly, with a plain-language preview.
- Retention: keep only the last few backups, or delete backups older than a set age, so storage does not fill up.
- Alerts: email on success, failure or both.
Keep at least one copy off the server, for example in S3 or on an SFTP server in another location.
Using recordings well
- Training: play good and bad calls to new agents.
- Disputes: check exactly what was agreed on a call.
- Quality checks: listen to a few calls per agent each week, with call centre KPIs.
- Product feedback: note what customers ask for most.
BitVoice sets up call recording, permissions and backups as part of every Voxdial installation. Book a demo.
FAQs
Can I record only some calls?
Yes. In Voxdial, recording is switched on per incoming route, outbound route, ring group or call centre queue.
How do I find a recorded call?
Open the call report, filter by number, date, call type or outcome, and play or download the recording from the list.
Who can listen to call recordings?
Only users whose accounts have recording access see the play and download options.
Where are recordings and settings backed up?
Backups can go to local disk, Amazon S3, FTP or FTPS, SFTP, Dropbox or email, on a schedule, with automatic clean-up of old backups.
