Page Comparison

If enabled for your account, you can configure whether Vonage Contact Center should record an outbound call based on the dialed number's prefix. You can specify as many digits as you want in the prefix. Therefore you can define different call recording rules based on the country code, area code, or even entire telephone number.

For example, Vonage Contact Center can automatically record the call when your agent calls a contact in the United Kingdom (with the prefix +44) but not when the agent calls a contact in Spain (with the prefix +34). Vonage will use the default call recording settings, if you have no rule defined for a dialed number.

...

• Specify which class Vonage Contact Center must use. You specify the class in the custom settings data for your org, profile or user. Type NVMContactWorldVCCCore.SelectCallRecordingByNumberPrefix in the Call Recording Selector Class field. For more information about configuring custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
• Assign the ContactWorld Vonage Contact Center - Auto Call Recording user permission  permission set to agents and supervisors using the feature. For detailed information about this permission set, see ContactWorld Auto Call Recording user permissions.
• Assign the ContactWorld Supervisor permission set to any supervisor who needs to configure this feature. For detailed information about this permission set, see ContactWorld Supervisor permissions.
• Configure sharing settings for the Callback Vonage Prefix Mapping object if you want to restrict the access different profiles have to other profiles' records. For information about sharing settings, see Salesforce help.
• If you are using Salesforce Lightning Experience, you must add the Callback Vonage Prefix Mappings tab to the applicable app or apps.

When your administrator has enabled the feature, you can enable call recording for different dialed number prefixes. To create a new mapping, perform the following steps:

1. Go to the Callback Vonage Prefix Mapping object tab, click Callback Vonage Prefix Mappings View in the View list and click Go!. Any existing mappings appear.
2. Click New Callback Vonage Prefix Mapping. A new Callback Vonage Prefix Mapping record appears.

3. Provide the following information:. Ignore other fields.

   For information about configuring callback numbers based on prefix, see Configuring prefix-based callback number selection.

   Field	Description	Example
   Description	A name for this mapping.	Call recording rule for UK numbers
   Dialled Number Prefix	A dialed number prefix that Vonage will use to locate this mapping record.	+44	Presented Callback Number
   Call Recording Enabled	Determines whether or not Vonage will automatically record outbound calls made to numbers with the configured prefix. Select to enable call recording. Clear to disable call recording.	Selected

   
   

4. Click Save.
   Using the example values in step 3, when an agent makes an outbound call to a phone number with the prefix +44, Vonage will automatically record the call. In the absence of any other mappings, when an agent clicks to dial a phone number with any other prefix, Vonage Contact Center uses the default outbound call recording settings.

...