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Outbound call recordings are controlled by an account-wide setting, meaning that all outbound calls by all agents are treated the same; outbound calls are either recorded or not. Contact your account manager to enable or disable outbound call recordings.
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Recording of third-party
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transfers
During a call that is being recorded to a , the agent can transfer the call to an external third-party outside of VCC, by default. When the agent hangs up, leaving the original customer and third-party to continue the call, the call recording continues.
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Contact your account manager to configure call recordings to stop if requiredwhen an agent transfers the call to a third-party.
Call recording control in ContactPad
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Agent-only call recording is available for both inbound and outbound calls. The feature is available at account level—you cannot apply the feature to individual calls. Contact Vonage to enable agent-only call recording.
Recording of third-party transfers
During a call that is being recorded, the agent can transfer the call to a third-party. When the agent hangs up, leaving the customer and third-party to continue the call, by default, the call recording continues. Contact your account manager to configure call recordings to stop when an agent transfers the call to a third-party.
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Automatic pause and resume recording
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What happens when an agent consults with a third-party, adds a third-party to a conference, or transfers a call to a third-party?
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This feature works with inbound calls only. |
If the auto pause and resume recording during consults, conferences, and transfers feature is enabled for your account, when an agent consults with an external third-party, VCC automatically pauses recording the call. When agent ends the consult, VCC automatically resumes the recording.
An external third-party is any party outside of your VCC account. This includes VBC users other than those who are linked to VCC agents.
This feature also applies to adding an external party to a conference and transferring a call to an external party, both of which are available during a consult.
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Recording remains paused if the agent adds the external party to a conference or transfers the call to the external party.
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