Vonage Contact Center (VCC) can record all inbound and outbound calls. You can configure the call recording settings for your account or even individual calls.
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| The information in this page applies to the audio part of call recording and not screen recording. For information about screen recording, see ContactPad with Screen Recording. |
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If you want greater flexibility over the recording of calls (usually for regulatory reasons), agents can stop (pause) and start (resume) a call recording part way through using a call recording toggle in ContactPad. Contact your account manager to enable the call recording toggle if available on your account.
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By default, when an agent puts a call—which is being recorded—on hold, or consults with a third-party, VCC continues to record the call. If enabled for your account, the agent can choose to manually pause and resume the recording before and after putting the call on hold or consulting with a third-party.If the automatic
What happens when an agent puts a call on hold?
If the auto pause and resume recording recordings when going on and off hold feature is enabled for your account, when an agent puts a call on hold, VCC automatically pauses recording the call. When the agent retrieves the call, VCC automatically resumes the recording.
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In all the following scenarios, a call is in progress and is being recorded. The agent manually pauses the call If an agent manually pauses a call recording, VCC never automatically resumes that call recording. The agent must manually resume the recording if required. The agent clicks to consult while on the call When an agent clicks to consult while on a call, VCC does not automatically pause the recording. The recording continues while the agent is consulting. If the agent puts the call on hold before clicking to consult, VCC automatically pauses the recording. The recording remains paused until the agent retrieves the call. When the agent retrieves the call, VCC automatically resumes the recording. The agent alternates between the consulted third party and the caller, or adds the consulted third party to a conference If the agent puts the call on hold before clicking to consult, VCC automatically pauses the recording. The agent can alternate between the consulted party and the caller any number of times, or add the consulted party to a conference. The recording remains paused until the agent retrieves the call. When the agent retrieves the call, VCC automatically resumes the recording. The agent transfers the call to the consulted third party If the agent puts the call on hold before clicking to consult, VCC automatically pauses the recording. The recording remains paused until the agent transfers the call. When the agent transfers the call, VCC automatically resumes the recording, unless the agent transfers the call to a third party who is not a VCC agent. |
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?
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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Depending on the configuration settings for the selected queue or service, consulting with another queue or service might result in VCC connecting an agent to an external third-party. For this reason, the feature also applies any time an agent consults a queue or service. This includes adding the consulted party to a conference or transferring the call to the consulted party. |